Title:  Customer support - Freight Brokerage

Descartes Unites the People and Technology that Move the World

The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex.  By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they’re needed, when they’re needed. 

We’re one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world. With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what’s most important to them. Learn more at www.descartes.com. 
 
We’re growing fast and invite you to join our amazing team. 

Mission — Why the Job Exists

This role exists to ensure customers operating in complex customs and logistics environments receive fast, accurate, and expert support that keeps their operations running without disruption. As our customer base grows, this position plays a critical role in maintaining service quality, deepening product adoption, and strengthening trust in Descartes’ platforms.

Outcomes — What Success Looks Like

1. Deliver high-quality customer support by resolving ≥90% of inbound inquiries within SLA, maintaining strong customer satisfaction scores (CSAT).
2. Reduce repeat issues by improving documentation and support procedures, leading to a measurable decline in recurring tickets within 12 months.
3. Increase customer product adoption through training and guidance, resulting in expanded usage of key platform features across accounts.
4. Diagnose and resolve technical issues efficiently across Descartes logistics and customs platforms, minimizing downtime for customers.
5. Strengthen cross-functional resolution workflows by collaborating effectively with Product, Engineering, and QA to resolve complex issues faster.
6. Maintain accurate and actionable support records to improve knowledge sharing and enable data-driven support improvements.

Skills & Competencies — How the Work Gets Done

Technical & Role-Specific Skills

• Working knowledge of customs brokerage processes and tools (e.g., ABI, AMS, FTZ workflows) is a mandate
• Experience supporting software applications in logistics, transportation, or supply chain environments
• Ability to troubleshoot technical issues across platforms, integrations, and user environments
• Familiarity with EDI or system integrations (preferred)
• Strong proficiency with Microsoft Windows and Office tools
• Experience with Descartes solutions (e.g., OneView, NetCHB, QuestaWeb) is an asset

Culture Add: TEAM Values
We value team members who communicate with transparency, sharing information openly and building trust across functions. You bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills. You demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results. You are driven by metrics, using data and experimentation to inform decisions and deliver measurable impact.

Aptitudes

• Smart: Able to quickly understand complex systems, connect ideas, and make sound judgments.
• Curious: Actively seeks to understand customer problems, emerging technologies, and better ways of working.
• Coachable: Open to feedback, willing to adapt, and continuously improving through learning.

What’s in It for You

• Meaningful impact: Play a key role in supporting mission-critical logistics and customs operations for global customers
• Growth opportunities: Expand your technical and domain expertise in customs, EDI, and logistics platforms with opportunities to deepen specialization
• Visibility & collaboration: Work cross-functionally with Product and Engineering teams, influencing product improvements through customer insights
• Flexible work environment: Remote-first setup with autonomy and ownership over your work
• Tools & exposure: Hands-on experience with industry-leading logistics technology and complex customer environments
• Supportive team culture: Collaborative environment focused on learning, problem-solving, and continuous improvement

Salaray range: $45,000 – $55,000 USD. 

Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation. 

Join Us

As we scale, we’re looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We’re entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. We prioritize work-life balance and foster an environment with the space to take ownership, to be heard, and to carve a path for your individual accomplishments to help drive our success.  

Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: https://www.descartes.com/who-we-are/social-responsibility-sustainability/environmental-impact.  Join a team that’s committed to working with customers to conserve resources and enhance sustainability. 

At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory. If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience. 

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews. 

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. For more information about our commitment to equal employment opportunity, please review our EEO is the Law, Pay Transparency Nondiscrimination Statement, EEO/AA Statement. Descartes participates in the E-Verify program. Please click below to learn more about the E-Verify program. Notice of E-Verify Participation Right to Work (English and Spanish). 
Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. Applicants in North America with a disability who require a reasonable accommodation for any part of the application or hiring process can email us at hrna@descartes.com. Provide your name and contact information along with the accommodation needed to assist you with the application process. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis.