Team Leader, Customer Service Agents

Are you a seasoned customer service professional with a passion for leadership? Do you thrive in a fast-paced, global environment where you can empower a team to deliver exceptional service? Global-e, the world's leading platform for cross-border e-commerce, is looking for a dedicated Team Leader to guide our Customer Service Agents.

At Global-e (Nasdaq: GLBE), we make selling internationally as simple as selling domestically for hundreds of retailers and brands worldwide. You'll play a vital role in ensuring our merchants and their end customers receive top-tier support, driving satisfaction and contributing to our continued growth.

What You'll Be Doing

As a Team Leader, you'll be at the forefront of our customer service operations, directly impacting team performance and customer satisfaction. Your responsibilities will include:

• Team Leadership & Management: Leading and motivating a team of 5-6 Customer Service Agents, fostering a collaborative and high-performing environment.


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  Performance & Development: Overseeing team performance, ensuring KPIs and SLAs are consistently met, and providing regular coaching and feedback to support agent growth and development.


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  Issue Resolution: Acting as the primary escalation point for complex B2B merchant and B2C end-customer inquiries and technical issues, guiding your team to successful resolutions.


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  Training & Onboarding: Collaborating on and delivering training for new and existing agents, covering Global-e platforms, service best practices, and troubleshooting techniques.


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  Continuous Improvement: Proactively identifying recurring issues, analyzing root causes, and collaborating with leadership to implement service improvements and best practices.


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  Quality Assurance: Maintaining a strong focus on data quality and service standards across all customer interactions.

What You'll Bring

• 1.5-2 years of proven experience in a team leadership or supervisory role within a customer service or operations environment.


• Previous experience in a client-facing role with a focus on delivering exceptional service.


• Strong problem-solving and analytical skills, with a track record of resolving complex client issues and enhancing service delivery.


• Basic technical support experience or familiarity with troubleshooting technical issues (e.g., software/hardware, platform issues) is preferred.


• Exceptional communication skills, both written and spoken, with the ability to convey complex information clearly and professionally.


• A "can-do" attitude, demonstrating the ability to manage a high-volume workload with accuracy and efficiency.


• Strong teamwork orientation, with the ability to work collaboratively with team members and leaders to identify challenges and implement improvements.