Role Description Descartes Systems Group is seeking a Support Agent Trainee (m/f/d) to join our team in Leipzig. This role provides hands-on experience in a global SaaS environment, supporting our e-commerce warehouse management system, Pixi, part of the Descartes portfolio. Who We’re Looking For – Your Mindset Matters - Curious Minds - You are interested in IT, digital processes, and modern software solutions. - You ask questions, think proactively, and want to continuously develop your skills. - You are not afraid to learn new things or see mistakes as opportunities to grow. - Structured Problem Solvers - You think logically and analytically and keep an overview even in complex situations. - You work independently, responsibly, and with a solution-oriented mindset. - You are able to prioritize tasks and approach them in a structured way. What You Will Do - Analyse and resolve technical issues within the Pixi software environment. - Provide technical support to customers via phone and written communication. - Support system integrations, customisations, and interface configurations. - Assist with testing, documentation, and software quality assurance. - Provide internal IT support and assist with project-related activities. Team Player with Ownership - You communicate openly, clearly, and respectfully. - You enjoy working in a team and actively contribute. - You take responsibility for your tasks and follow through. Qualifications - Secondary school certificate or (subject-specific) higher education entrance qualification. - Very good German skills and good written and spoken English skills. - Confident use of Windows and Microsoft Office. Nice to Have - Initial exposure to Microsoft SQL Server. - Basic programming knowledge, ideally in web technologies. - First experience in e-commerce and/or customer support. Benefits - Hands-on training in a modern SaaS and e-commerce environment. - Working in an international team with experienced IT professionals. - Room for personal development, learning, and active contribution. - A solid foundation for a long-term career in IT. - The opportunity to work on innovative products used worldwide. 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. At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory. Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption. If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience. Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. We value the safety of each member of our community because we know we're all in this together. We are an Equal Employment 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 status, or any other characteristic protected by federal, provincial, or local law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com.

Job Title: Customer Service Representative Job Type: Full-time / Remote Work Hours: US Business Hours (EST or PST) Job Overview: We’re helping our client find a Customer Service Representative to join their fast-growing US-based apparel e-commerce brand. In this role, you will serve as the frontline of the customer experience, handling end-to-end customer support across multiple channels while ensuring every interaction reflects the brand’s tone, values, and commitment to excellence. You will play a key role in managing customer inquiries, resolving order issues, and delivering fast, accurate, and empathetic support, while contributing to continuous improvements in processes, workflows, and customer experience quality. Responsibilities: - Own the full customer support lifecycle from initial contact through to resolution across email, live chat, and other support channels - Handle customer inquiries including order issues, shipping updates, returns, exchanges, refunds, and product-related questions - Manage and prioritize support tickets using Gorgias, ensuring SLAs are consistently met - Use Shopify to look up orders, process refunds, adjust orders, and verify customer account information - Leverage Sienna AI or similar tools to streamline workflows and enhance customer interactions - Identify recurring customer pain points and escalate insights to internal teams for improvement - Maintain accurate and detailed records of all customer interactions and resolutions - Ensure all communication aligns with the brand’s voice, tone, and values - Collaborate with operations and fulfillment teams to resolve complex customer issues - Contribute to internal knowledge base articles and response templates to improve support efficiency

Job Title: Customer Service Representative Job Type: Full-time / Remote Work Hours: US Business Hours (EST or PST) Job Overview: We’re helping our client find a Customer Service Representative to join their fast-growing US-based apparel e-commerce brand. In this role, you will serve as the frontline of the customer experience, handling end-to-end customer support across multiple channels while ensuring every interaction reflects the brand’s tone, values, and commitment to excellence. You will play a key role in managing customer inquiries, resolving order issues, and delivering fast, accurate, and empathetic support, while contributing to continuous improvements in processes, workflows, and customer experience quality. Responsibilities: - Own the full customer support lifecycle from initial contact through to resolution across email, live chat, and other support channels - Handle customer inquiries including order issues, shipping updates, returns, exchanges, refunds, and product-related questions - Manage and prioritize support tickets using Gorgias, ensuring SLAs are consistently met - Use Shopify to look up orders, process refunds, adjust orders, and verify customer account information - Leverage Sienna AI or similar tools to streamline workflows and enhance customer interactions - Identify recurring customer pain points and escalate insights to internal teams for improvement - Maintain accurate and detailed records of all customer interactions and resolutions - Ensure all communication aligns with the brand’s voice, tone, and values - Collaborate with operations and fulfillment teams to resolve complex customer issues - Contribute to internal knowledge base articles and response templates to improve support efficiency

Job Title: Customer Service Representative Job Type: Full-time / Remote Work Hours: US Business Hours (EST or PST) Job Overview: We’re helping our client find a Customer Service Representative to join their fast-growing US-based apparel e-commerce brand. In this role, you will serve as the frontline of the customer experience, handling end-to-end customer support across multiple channels while ensuring every interaction reflects the brand’s tone, values, and commitment to excellence. You will play a key role in managing customer inquiries, resolving order issues, and delivering fast, accurate, and empathetic support, while contributing to continuous improvements in processes, workflows, and customer experience quality. Responsibilities: - Own the full customer support lifecycle from initial contact through to resolution across email, live chat, and other support channels - Handle customer inquiries including order issues, shipping updates, returns, exchanges, refunds, and product-related questions - Manage and prioritize support tickets using Gorgias, ensuring SLAs are consistently met - Use Shopify to look up orders, process refunds, adjust orders, and verify customer account information - Leverage Sienna AI or similar tools to streamline workflows and enhance customer interactions - Identify recurring customer pain points and escalate insights to internal teams for improvement - Maintain accurate and detailed records of all customer interactions and resolutions - Ensure all communication aligns with the brand’s voice, tone, and values - Collaborate with operations and fulfillment teams to resolve complex customer issues - Contribute to internal knowledge base articles and response templates to improve support efficiency