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Director of Customer Services

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Global-e

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Location:
Israel , Petah Tikva

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job 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!

Job Responsibility:

  • 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

Additional Information:

Job Posted:
March 20, 2026

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