[Hiring] CHB Support @The Descartes

Role Description

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.

Qualifications

• 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.

Skills & Competencies — How the Work Gets Done

• 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.

Benefits

• 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.
• Salary range: $45,000 – $55,000 USD.

Company Description

Descartes is 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.

We are 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.