Expertise Centre Support Agent

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

We’re growing fast and invite you to join our amazing team.

As a Customer Support Agent
, you will support our UK and EU customers using Descartes’ SaaS and on‑site software applications across the Customs, Freight Forwarding, and HMRC reporting domains.

You’ll play a vital role in ensuring customer success by providing support, managing incidents and service requests, and working closely with internal teams to resolve issues efficiently. This role is home‑based and reports to the Expertise Centre Manager
.

After six months, you’ll also participate in an on‑call support rota to assist customers outside normal office hours.

• Support for customer‑reported issues via portal, email, live chat, and phone
• Log, manage, and maintain accurate support ticket and customer interaction records
• Troubleshoot application issues and provide effective solutions to minimise customer disruption
• Proactively keep customers informed on progress and resolution statuses
• Collaborate with internal teams, including R&D, Professional Services, and Sales, to ensure timely case resolution
• Build and strengthen trusted, long‑term customer relationships

We value aptitude and mindset as much as experience
. You don’t need to tick every box to apply.

• Experience in customer service or application support
• Strong analytical and problem‑solving abilities
• Excellent written and verbal communication skills
• Ability to work independently while contributing positively to a team
• High attention to detail and strong organisational skills
• Comfort multitasking in a fast‑paced support environment

• Experience supporting commercial software applications
• Exposure to systems administration or operational support activities
• Understanding of customs procedures, supply chain processes, or the commercial transport industry
• SQL databases
• CRM systems

• Smarts – ability to quickly understand systems and customer challenges
• Curiosity – interest in technology, automation, and continuous improvement
• Coachability – openness to feedback and learning
• Work Ethic – reliability and commitment to delivering quality support
• Track Record – evidence of following through and getting results
• Responsibility – ownership of customer issues from start to resolution
• Honesty – transparent, ethical communication with customers and colleagues

• Be part of a global, mission‑driven technology company
• Work with supportive, knowledgeable teammates across regions
• Gain exposure to customs, trade compliance, and logistics technology
• Flexible working (home‑based or office‑based)
• Opportunities to learn, grow, and build a long‑term career at Descartes

Please note that any offer of employment will be subject to the successful completion of a satisfactory Disclosure and Barring Service (DBS) check.

Join Us

As we scale, we’re looking for new…