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