Director of Customer Services at Global-e

Petah Tikva, Center District, Israel -

Full Time

Start Date

Immediate

Expiry Date

13 Jun, 26

Salary

0.0

Posted On

15 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Leadership, eCommerce, Customer Service, Operational Consistency, KPIs, Stakeholder Management, Onboarding, Training, Process Improvement, Automation, AI Tools, Cross-functional Collaboration, Service Levels, CRM Platforms, Analytical Skills, Communication

Industry

technology;Information and Internet

Description

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. Requirements 5+ years of experience in customer service call centre, operations, or support roles within eCommerce, retail, or tech environments. 3 years of experience in a call center managerial or leadership position, preferably in a multi-regional or global setting. Proven track record of leading and scaling high-performing customer service teams. Deep understanding of customer service best practices, SLAs, and KPIs across channels (email, chat, phone). 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. Experience managing onboarding, training, and QA processes for support agents. Excellent verbal and written communication skills; ability to communicate clearly with both technical and non-technical stakeholders. Demonstrated ability to resolve escalated customer issues with empathy and professionalism. Experience collaborating with cross-functional teams (Product, Sales, Tech, Logistics) to improve service delivery. Experience with customer satisfaction metrics (e.g., CSAT, NPS, CES) and driving improvements. Experience working in a fast pace global environment - tech industry is a plus. Fluency in English required, additional languages a plus.

Responsibilities

The Director will provide strategic leadership to global customer service call center teams across multiple regions, aligning them around shared goals and workflows to ensure operational consistency and excellence. This role involves tracking performance via KPIs, engaging with senior eCommerce stakeholders, and driving continuous efficiency improvements through technology enhancements.