As our business continues to grow rapidly, we’re looking for a passionate, strategic thinker with a strong background in eCommerce and customer service to lead our global customer services team. This is an exciting opportunity for a dynamic leader to shape the future of our customer service operations and drive world-class support for our international retail partners and merchants.
If you’re ready to inspire, innovate, and make a global impact, this is your opportunity!
Key Responsibilities
- Provide strategic leadership to Global-e’s customer service call center teams across the US, EMEA, Japan and APAC.
- Align global teams around shared goals, procedures, and workflows, fostering operational consistency and excellence.
- Track, analyze, and optimize team performance using KPIs and productivity metrics.
- Take part in high-level discussions with senior eCommerce stakeholders at partner retailers to define needs and deliver effective solutions.
- Oversee the onboarding process for new agents, ensuring efficient training.
- Evaluate industry trends and internal performance data to inform decisions and drive continuous efficiency improvements by enhancing existing automations and AI tools, and implementing new solutions where needed.
- Collaborate cross-functionally to streamline internal processes and enhance the customer experience.
- Define and execute strategies to improve service levels and operational efficiency.