Description
Global-e (Nasdaq: GLBE) is a leading platform that enables and accelerates global e-commerce for brands and retailers. As a truly global company, we partner with some of the world’s most recognized brands to provide a seamless end-to-end solution for international online sales, including localization, payments, logistics, and compliance. Our technology-driven approach helps businesses expand into new markets and deliver a smooth, localized shopping experience to customers worldwide.
As our business continues to grow rapidly, we’re looking for a passionate, strategic thinker with a strong background in eCommerce logistics, shipping procedures and working relations with carriers to lead our global customer services logistics operations. This is an exciting opportunity for a dynamic leader to shape the future of our customer service logistics operations and drive world-class support for our international retail partners and merchants.
Responsibilities:
- Provide strategic leadership to Global-e’s customer service logistic operations across the US, EMEA, and APAC.
- Align with global teams around shared goals, procedures, and workflows, fostering operational consistency and excellence.
- Track, analyze, and optimize CS Ops performance using KPIs and productivity metrics.
- Lead high-level discussions with senior stakeholders in Global -e to define needs and deliver effective solutions.
- Oversee the logistic operations in all CS teams and be an escalation focal point.
- Evaluate industry trends and internal data to inform decision-making and identify areas for continuous improvement.
- Collaborate cross-functionally to streamline internal processes and enhance the customer experience.
- Define and execute new workflows and automations to improve service levels and operational efficiency.
Requirements
- 3+ years of experience in logistics operations within eCommerce, retail, export or tech environments., or working in carriers’ roles
- 2+ years of experience in a leadership position, preferably in a multi-regional or global setting.
- Proven track record of leading and scaling high-performing customer service and logistic teams.
- Deep understanding of customer service and logistics best practices, SLAs, and KPIs
- Experience with CRM and support platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, or similar).
- Strong analytical skills; ability to interpret data, generate insights, and turn them into actionable improvements.
- Excellent verbal and written communication skills in English; ability to communicate clearly with both technical and non-technical stakeholders.
- Demonstrated ability to resolve escalated customer issues with professionalism.
- Experience collaborating with cross-functional teams (CSM, CS, Tech, PM) to improve service delivery.
- Fluency in English required; additional languages a plus.
