CHB Support

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.

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

• Communicate with transparency, sharing information openly and building trust across functions.
• Bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills.
• Demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results.
• Drive by metrics, using data and experimentation to inform decisions and deliver measurable impact.

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.

Salary 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

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

Notice

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).