Customs Brokerage Support Job San Diego area,California USA,IT/Tech

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.

Learn more at

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

Deliver high-quality customer support by resolving ≥90% of inbound inquiries within SLA, maintaining strong customer satisfaction scores (CSAT).

Reduce repeat issues by improving documentation and support procedures, leading to a measurable decline in recurring tickets within 12 months.

Increase customer product adoption through training and guidance, resulting in expanded usage of key platform features across accounts.

Diagnose and resolve technical issues efficiently across Descartes logistics and customs platforms, minimizing downtime for customers.

Strengthen cross-functional resolution workflows by collaborating effectively with Product, Engineering, and QA to resolve complex issues faster.

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., One View, NetCHB, Questa Web) 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…