Technical Support Team Lead

About the role

Global-e (Nasdaq: GLBE) is the world’s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. We partner with hundreds of retailers and brands across the United States, Europe, and Asia to make selling internationally as simple as selling domestically. Our end-to-end e-commerce solutions combine localization capabilities, business intelligence models, international logistics, and cross-border experience, enabling online retailers to sell to and from anywhere in the world and seamlessly expand their brand worldwide.

We are looking for a Technical/Application Support Team Lead to join our Technical Support Team in Atlanta. This team provides support and service to Global-e's merchants and serves as an internal technical focal point.

Responsibilities

• Manage the application support engineers, providing line management, mentoring, and engagement.
• Establish work procedures and policies according to department standards.
• Set, monitor, and manage team targets to ensure KPI and SLA achievement.
• Ensure ticket queues are managed effectively across Zendesk and JIRA.
• Raise support-related concerns, issues, and improvement feedback to management.
• Promote self-service plans to reduce inbound ticket volume.
• Provide technical support to customers and serve as an escalation point both internally and externally.
• Handle escalations requiring immediate attention from management.
• Work collaboratively and cross-functionally with other departments.
• Present team performance reports and conduct team member performance evaluations.
• Maximize productivity and ensure the team is highly motivated.

Requirements

• 3+ years of experience in an Application Support Lead/Managerial role.
• Experience in people management and technical direction.
• Demonstrable experience leading a successful team with the ability to motivate and deliver results consistently.
• Experience providing services to agreed SLAs/OLAs.
• Experience in Problem and Incident Management according to ITIL standards.
• Ability to work in a fast-paced environment.
• Experience managing root cause analysis and incident reports.
• Excellent interpersonal and communication skills.
• Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication.
• Prior development experience or previous experience in an eCommerce environment is a strong advantage.

Schedule

This is a hybrid role requiring in-office presence 3 times a week at our Atlanta, GA office.