At a Glance
- Tasks: Lead and develop a high-performing support team for our BoxTop software.
- Company: Join Descartes, a global leader in logistics and supply chain technology.
- Benefits: Enjoy competitive pay, flexible hours, and a focus on work-life balance.
- Other info: Be part of a culture that values transparency, accountability, and continuous improvement.
- Why this job: Make a real impact on customer experiences and service performance.
- Qualifications: Experience in leading technical support teams and managing software applications.
The predicted salary is between 63000 - 77000 £ per year.
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.
We’re growing fast and invite you to join our amazing team.
Mission — Why the Job Exists
Lead and develop the UK Expertise Centre supporting BoxTop, our business-critical supply chain and freight management software. Your mission is to build a high-performing, technically capable and resilient support operation that delivers consistently strong service, resolves complex customer issues effectively, and evolves to meet the changing needs of our customers and business.
Outcomes — What Success Looks Like
- Deliver strong and consistent service performance by ensuring incidents and requests are appropriately prioritised, owned and progressed against agreed SLAs and KPIs, with customers kept informed through to resolution.
- Build and develop a high-performing UK Expertise Centre team with clear expectations, effective workload management and strong accountability for individual, team and customer outcomes.
- Increase the technical capability and self-sufficiency of the team by identifying knowledge gaps and implementing targeted coaching, training, knowledge sharing and improved diagnostic documentation across BoxTop and its supporting technologies.
- Strengthen the management of complex escalations and major incidents, providing clear senior ownership and coordinating effectively with R&D, Product, Professional Services and other teams to achieve timely and sustainable resolutions.
- Build trusted relationships with key customers through proactive communication, effective service reviews, transparent management of outstanding issues and early identification of emerging service risks.
- Reduce recurring incidents and improve service quality by analysing trends, strengthening problem management, leading lessons-learned reviews and translating root causes into measurable preventative actions.
- Develop a scalable and resilient support operation through effective recruitment, onboarding, coaching, performance management, workforce planning and knowledge sharing within a 24/7, business-critical environment.
Skills & Competencies — How the Work Gets Done
You are an experienced support leader who can combine strong people leadership with technical curiosity, sound judgement and a clear focus on customer outcomes. You are comfortable operating in a business-critical software environment where priorities can change quickly and effective ownership and communication matter. You will bring:
- Proven experience leading and developing a technical, application or enterprise software support team.
- Experience supporting business-critical software applications and customers.
- Strong knowledge of incident, request, escalation and problem management.
- Experience managing service delivery against defined SLAs and KPIs and using performance data to drive improvement.
- Strong people leadership, coaching and performance-management skills, with the ability to develop individual and team capability.
- The ability to prioritise competing demands and make effective, well-informed decisions under pressure.
- Strong analytical, troubleshooting and problem-solving capabilities.
- Excellent written and verbal communication skills, including the confidence to communicate with customers at operational and management levels.
- Experience collaborating effectively with Product, R&D and Software Development teams to resolve complex issues and drive sustainable improvements.
Experience in supply chain, freight forwarding, logistics, customs brokerage or international trade would be valuable, particularly where you have developed an understanding of the operational challenges faced by customers in these industries. Additional relevant experience could include:
- Knowledge of customs declarations and brokerage processes.
- Understanding of air, ocean and/or road freight-forwarding processes.
- Experience supporting SaaS or cloud-based enterprise applications.
- Familiarity with integrations, APIs, EDI and data exchange.
- Experience with service-management or ticketing platforms.
- Knowledge of ITIL or similar service-management principles.
- Experience supporting geographically distributed teams and customers.
Culture Add: TEAM Values
We value team members who communicate with transparency, share information openly, and build 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
This role gives you meaningful ownership of the UK Expertise Centre supporting BoxTop and the opportunity to directly influence both service performance and the experience of customers who depend on our software for business-critical supply chain and freight operations. You’ll have the autonomy to improve how the team operates, strengthen technical capability and introduce processes that make support increasingly scalable and resilient. You’ll also have visibility with key customers and senior stakeholders, giving you the opportunity to demonstrate the impact of the improvements you lead.
Join Us
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.
Expertise Centre Manager employer: Descartes SmartCompliance
Descartes is an exceptional employer, offering a dynamic and collaborative work environment where employees are empowered to take ownership of their roles and contribute to meaningful customer impact. With a strong focus on career growth, competitive compensation, and a commitment to work-life balance, team members can thrive in their careers while being part of a mission-driven company that values innovation and sustainability. Located in the UK, this role provides the opportunity to influence regional growth in a large market, supported by a proven onboarding program and a culture that prioritises coaching and shared success.
StudySmarter Expert Advice🤫
We think this is how you could land Expertise Centre Manager
✨Get Involved in Industry Events
Logistics and supply chain are all about networking, so hit up those trade shows and local meetups. Places like the UK's Logistics and Supply Chain conference can be goldmines for connecting with potential employers like Descartes SmartCompliance and learning about the latest trends in the industry.
✨Leverage Online Communities
Join forums and LinkedIn groups specifically for logistics professionals. Share your insights and ask questions to get noticed. Being active in these spaces can help you establish credibility and might just lead to an opportunity at Descartes SmartCompliance!
✨Showcase Your Skills with a Portfolio
Even if it’s a full-time gig, having a portfolio can really set you apart. Include case studies or projects that demonstrate your understanding of supply chain management, logistics software, or solving operational challenges. You’d be surprised at how much this can impress hiring managers.
✨Apply Directly Through Our Website
Don't forget the power of applying directly through our website! A lot of companies like Descartes SmartCompliance keep job postings exclusive to their sites. This way, you can easily keep track of your applications and ensure your profile is in front of the right people.
We think you need these skills to ace Expertise Centre Manager
Some tips for your application 🫡
Show Your Supply Chain Savvy:In your CV and cover letter, make sure to highlight your understanding of logistics and supply chain management principles. Mention any relevant courses you've taken or tools you've used, like inventory management software or data analysis platforms, to showcase your skills and keep up with best practices in the industry.
Quantify Your Achievements:When detailing your previous work experience, remember to use numbers wherever possible. Did you improve delivery times by a specific percentage? Did you help reduce costs? These kinds of quantified achievements not only catch the eye but also demonstrate your capability in the logistics sector.
Tailor Your Cover Letter to Descartes SmartCompliance:This is your chance to really connect with the team at Descartes SmartCompliance. In your cover letter, express why you're passionate about supply chain logistics and how your goals align with the company’s mission. A little personalisation goes a long way!
Include Relevant Certifications:If you've got any certifications related to logistics or supply chain management—like APICS or Six Sigma—make sure you flaunt them! These show that you're committed to your professional development and can set you apart from other candidates.
How to prepare for a job interview at Descartes SmartCompliance
✨Know Your Logistics Tools
Make sure you're familiar with key logistics software and tools like SAP or Oracle ERP. These are often used in the industry, and being able to demonstrate your knowledge or experience with them can really set you apart during your interview with Descartes SmartCompliance.
✨Perfect Your Problem-Solving Skills
Expect to tackle scenarios that showcase your problem-solving skills. Think about past experiences where you've had to optimise supply chains or handle logistics challenges. Have a few examples ready to discuss how you made decisions that led to improvements.
✨Show Your Team Spirit
Supply chain roles heavily rely on teamwork and communication. Be prepared to discuss how you've collaborated with others in previous roles. Maybe share a time when you coordinated with a team to resolve a logistical hiccup. This can show Descartes SmartCompliance that you're a team player!
✨Understand the Big Picture
Be ready to talk about the broader logistics and supply chain trends. Having insights into current challenges in the industry, like sustainability or lead times, can impress the interviewers at Descartes SmartCompliance. Show them you’re not just focused on the day-to-day but also have a strategic mindset!
