Customer Service Team Manager

Staples is business to business. You’re what binds us together.

At Staples, our Customer Service organization plays a critical role in shaping the customer experience and strengthening long‑term loyalty. As a Team Manager, you will lead and empower a high‑performing group of Customer Service Representatives, driving exceptional service, operational excellence, and continuous improvement.

What you’ll be doing:

• 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.

What you bring to the table:

• 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.

What’s needed – Basic Qualifications:

• 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.

What’s needed – Preferred Qualifications:

• 3–5 years management/coaching/mentoring experience.
• Management certificate, diploma, or bachelor’s degree preferred.

We Offer:

• Inclusive culture with associate-led Business Resource Groups

• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)

• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

The salary range represents the expected compensation for this role at the time of posting.  The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, business considerations, geography, and internal equity.