The Descartes
Expertise Centre Support Agent
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Expertise Centre Support Agent – Freight, Logistics & Supply Chain Software
Descartes Unites the People & Technology That Move the World
By combining innovative technology, powerful trade intelligence, and a global network, Descartes helps move goods, information, transportation assets, and people efficiently and securely—where they’re needed, when they’re needed.
As one of the world’s most broadly deployed logistics and supply chain technology companies, Descartes (Nasdaq: DSGX, TSX: DSG) serves +26,000 customers globally with cloud-based solutions that enhance productivity, competitive resilience, and regulatory compliance. Headquartered in Waterloo, Ontario, Canada, Descartes is a publicly traded leader in supply chain innovation, helping businesses of all sizes navigate complex market demands.
Learn more: www.descartes.com
About the Role
As BoxTop Technologies (a Descartes business) continues to grow as a leading provider of freight, logistics, and supply chain software solutions, we are seeking an Expertise Centre Support Agent to deliver premium customer support, build trust, and ensure users maximise the platform’s potential for business improvement.
Outcomes – What Success Looks Like
- Deliver exceptional, high-quality customer support while maintaining rigorous response time and satisfaction standards.
- Develop deep expertise in the BoxTop platform to become a trusted resource for both customers and internal teams, providing accurate guidance and problem resolution.
- Reduce recurring customer issues by identifying root causes, documenting solutions, and contributing to knowledge-sharing frameworks.
- Successfully train and coach customers to enhance software adoption, utilisation, and confidence.
- Collaborate effectively with internal teams to escalate, track, and resolve complex issues in a timely manner.
- Support continuous improvement in support processes, documentation, and customer experience initiatives.
- Maintain a strong industry understanding of freight forwarding, logistics, and supply chain operations to align solutions with customer needs.
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Requirements – How the Work Gets Done
Technical & Professional Skills
- Experience in the freight forwarding, logistics, or supply chain industry.
- Exceptional customer service skills and a passion for building long-term customer relationships.
- Strong interest in technology and the ability to quickly learn complex software applications.
- Proven troubleshooting, diagnostic, and issue-resolution abilities.
- Excellent verbal and written communication—clear, concise, and customer-focused.
- Confidence in mentoring users, delivering training, and guiding system adoption.
- Strong problem-solving and analytical thinking skills.
- Ability to prioritise tasks while maintaining attention to detail.
- Preferred: Previous customer support, software helpdesk, or business application experience.
- Preferred (not essential): Prior BoxTop software exposure.
Culture Add – TEAM Values
We thrive when team members embody these principles:
- Transparency – Open information-sharing builds trust across functions.
- Excellence & Expertise – Holding high standards while continuously improving.
- Accountability – Owning outcomes, meeting commitments, and driving results with data-driven decision-making.
IPSI Aptitudes
- Smart – Ability to quickly grasp systems, connect ideas, and make sound judgments under pressure.
- Curious – Proactive problem-solving mindset; seeks to understand customer needs, technologies, and efficiency improvements.
- Coachable – Open to feedback, adaptable, and committed to ongoing skill development.
What’s in It for You
- Join one of the UK’s fastest-growing freight software companies, with a strong market reputation.
- Gain deep expertise in freight technology, positioning yourself as a trusted industry advisor.
- Exposure to diverse logistics operations, enhancing both technical and business knowledge.
- Empowering work environment—high autonomy, minimal bureaucracy, and tools designed for impact.
- High-energy, collaborative team where your contributions directly drive customer success and retention.
- Modern, air-conditioned offices in Windsor town centre (UK).
- Competitive salary and comprehensive benefits package, including learning & development opportunities.
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Location & Culture
Our Windsor, UK office is a hub for skilled support professionals working in a fast-growing, innovation-driven team.
Descartes values entrepreneurial problem-solvers, hosts a “best idea wins” culture, and offers:
- Flexible/flexible (remote) options & hybrid work structures.
- Competitive pay + holiday frameworks aligned with UK industry standards.
- Strong commitment to work-life balance, motivation, and broad professional development across all roles.
We are also a carbon-aware enterprise: In 2020 alone, Descartes’ technology helped customers reduce 552,000 metric tons of CO₂ emissions.
Why Descartes?
Scale successfully with the global leader in logistics-reducing technology. If you resonate with 70% of these qualifications, apply confidently. A good match isn’t guaranteed to exist now, but Descartes will always consider your experience, innovation, and growth intent.
For more, see our Code of Conduct.
Diversity & Inclusion
Descartes is an Equal Employment Opportunity employer—prohibiting discrimination based on protected characteristics (sex, gender identity, disability, race, religion, sexual orientation, protected status, etc.).
Interview process note: We conduct in-person and virtual interviews (Microsoft Teams, recorded with AI-assisted notetaking tools). Recordings, transcripts, and notes are for recruitment improvement, record-keeping, and training only—not for decision-making.
Questions? Reach out to our hiring team prior to interviews.
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