Expertise Centre Manager

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 the Expertise Centre Manager, you will lead and develop a remote technical support team serving customers across EMEA. You’ll act as the first point of escalation for complex issues, collaborate cross-functionally with R&D, Professional Services, and Sales, and proactively drive improvements in problem management and service delivery.

This role blends people leadership, technical problem-solving, and customer engagement, with direct responsibility for service quality, team performance, and client satisfaction.

You’ll also play a key role in customer relationship management by leading service reviews and ensuring that recurring issues are identified, resolved, and prevented.

• Lead, coach, and motivate a remote technical support team, fostering a strong customer-first mindset
• Act as the primary escalation point for complex or high-impact customer issues
• Ensure all incidents in Fresh service are triaged, assigned, and progressing daily
• Communicate and monitor SLAs and KPIs
  , driving accountability and continuous improvement
• Identify skills and knowledge gaps; design and implement training and development plans
• Partner with HR to recruit, onboard, and develop new team members
• Collaborate cross-functionally with R&D, Product, Professional Services, and Sales to ensure timely resolution of customer issues
• Develop, maintain, and improve diagnostic and procedural documentation
• Organize and lead regular service review meetings with key clients
• Analyse support trends and data to proactively identify risks and improvement opportunities
• Conduct “lessons learned” reviews following major incidents to strengthen problem management processes
• Provide regular reporting and insights to EMEA leadership
• Participate in an out-of-hours support rota as required

We’re less focused on rigid checklists and more interested in how you think, lead, and learn. You may be a great fit if you bring:

• Proven experience managing a technical support or client services team
• Strong background in a technical, business-critical environment
• Experience in transportation management, logistics, or supply chain (nice to have)
• Ability to lead calmly and effectively in high-pressure, 24/7 environments
• Strong customer-centric mindset with a solutions-driven approach
• Excellent communication, documentation, and presentation skills
• Experience handling multiple concurrent incidents and competing priorities
• Strong analytical and troubleshooting capabilities, including log file analysis
• Solid IT literacy, including Microsoft Office; familiarity with Windows environments, SQL, XML/XSL, or scripting is advantageous

• Smarts: Strong analytical thinking and sound judgment
• Curiosity: A desire to understand complex systems and continuously improve…