Customer Service Team Manager

Staples is a business-to-business company, and they are seeking a Customer Service Team Manager to lead and empower a high-performing group of Customer Service Representatives. The role involves driving exceptional service, operational excellence, and continuous improvement while managing a team and analyzing customer data to enhance performance.

Responsibilities:

• Lead and inspire a team of 15–20 Customer Service Representatives
• Use storytelling and data to illustrate customer impact
• Coach associates on KPIs and provide timely feedback
• Support HR‑related matters such as scheduling and policy inquiries
• Hire and onboard high‑performing associates
• Empower associates through recognition and career development
• Build cross‑functional partnerships to maximize efficiency
• Analyze customer and operational data to drive improvements
• Resolve escalated customer issues with strong problem‑solving
• Support company communications and promote an inclusive culture

Requirements:

• 3+ years Customer Service experience
• Knowledge of chat and email applications
• Analytical skills to determine root cause and apply intervention
• Ability to work flexible shifts
• Prior management experience in a contact center
• Ability to inspire and motivate teams
• Strong communication and trust‑building skills
• Commitment to an inclusive environment
• Balanced approach to coaching and performance management
• Strong analytical and problem‑solving skills
• Continuous improvement mindset
• Ability to build relationships across business units
• Experience managing performance and maintaining consistency
• HR‑related support capabilities
• Success in dynamic, customer‑centric environments
• 3–5 years management/coaching/mentoring experience
• Management certificate, diploma, or bachelor's degree preferred