Merchant Support Agent

Global-e • Atlanta, GA

13d • Hybrid

About The Position

Global-e is the world's leading platform for global direct-to-consumer e-commerce, enabling brands and retailers to seamlessly sell worldwide. They are looking for a Merchant Support Agent to join their growing team in Atlanta. In this role, you will be the trusted point of contact for 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 will 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.

Requirements

• 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

Nice To Haves

• Familiarity with cross-border e-commerce, logistics, or duties & taxes is a strong advantage

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed