Customer Service Knowledge Coordinator

Description Global-e (Nasdaq: GLBE) is the world’s leading platform for global direct-to-consumer e-commerce, enabling brands and retailers to seamlessly sell worldwide, delivering localized experiences across markets. Trusted by some of the world’s most recognized brands including Adidas, Alo Yoga, Logitech, Hugo Boss, Marc Jacobs, and Victoria’s Secret, we operate on a massive global scale through dynamic teams across North America, EMEA, and APAC. Our technology-based end-to-end solution combines advanced localization capabilities, streamlined global operations and extensive big-data analytics, covering everything merchants need to scale worldwide. We’re a fast-moving, highly collaborative company where innovation, creativity, ownership, and impact are part of everyday work. The Customer Service Knowledge Coordinator supports the development and optimization of customer service automation and knowledge management processes. Working under the Customer Service Knowledge Manager, this role focuses on improving self-service capabilities, reporting, maintaining the knowledge base, and supporting the implementation of automations and AI-driven solutions that enhance the efficiency of the Customer Service organization. Responsibilities: Support the implementation and maintenance of customer service automations using tools such as Zendesk triggers, macros, workflows, and AI solutions. Work with technical teams and the Knowledge Manager to help configure and optimize automation flows. Assist in testing and validating new automation and AI features before deployment. Maintain and update the Customer Service knowledge base to ensure content remains accurate, structured, and easy to use. Assist in identifying knowledge gaps and documenting new processes or solutions. Work closely with Customer Service teams to understand operational needs and improve documentation and automation coverage. Requirements 2+ years of experience in Customer Support, Customer Operations, Knowledge Management, or a similar role. Experience working with customer service platforms such as Zendesk, Salesforce, Intercom, or similar systems. Familiarity with automation tools such as triggers, macros, workflows, or AI-based support solutions. Experience writing or maintaining knowledge base content, documentation, or internal procedures. Strong written communication skills and attention to detail. Fluency in English required; additional languages a plus. Strong organizational and documentation skills Analytical mindset with the ability to identify operational improvement opportunities Basic technical understanding of automation tools and support systems