What are the responsibilities and job description for the Merchant Support Agent position at Global-e?
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.
We're looking for a Merchant Support Agent to join our growing team in Atlanta. In this role, you'll be the trusted point of contact for our merchants, helping them resolve day-to-day operational issues, navigate the Global-e platform, and deliver an outstanding cross-border shopping experience to their customers. You'll work cross-functionally with internal teams — including operations, logistics, finance, and technical support — to ensure merchant issues are resolved quickly and thoroughly.
This is a great opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving, and wants to grow within a global e-commerce leader.
Responsibilities
- Serve as the first line of support for merchant inquiries via ticketing (Zendesk), email, and other channels
- Investigate and resolve merchant issues related to orders, shipping, duties & taxes, returns, refunds, and platform configuration
- Collaborate with internal teams (operations, logistics, carriers, finance, and technical support) to drive timely resolutions
- Escalate complex cases appropriately while maintaining ownership and clear communication with the merchant
- Document interactions accurately and contribute to knowledge base and process improvements
- Monitor and meet response and resolution SLAs, ensuring a high standard of service
- Proactively identify recurring issues and recommend process improvements to reduce ticket volume and delays
- 1–3 years of experience in customer support, merchant/client support, e-commerce operations, or a related field
- Excellent written and verbal communication skills
- Strong problem-solving skills and attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Experience with ticketing/CRM tools (Zendesk a plus)
- A customer-first mindset and a collaborative, team-oriented approach
- Familiarity with cross-border e-commerce, logistics, or duties & taxes is a strong advantage
This a hybrid role from our Atlanta office with a 3 day in office policy.
Global-e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and welcome applications from people of all walks of life.
Our people play the key role in our success, and we are always looking for more driven, talented, and ambitious individuals to join our growing international family.