Customer Service Ops Expert

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.