Customer Service Team Manager

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

Our customer service team supports our company through their confidence, knowledge, and commitment to our customers. We’re passionate about understanding customer needs, finding solutions that fit their business, and supporting our customers every step of the way. We take pride in the pivotal role we play in providing our customers with a seamless experience.  

As a Team Manager, you will oversee and empower high-quality interactions between Quill associates and customers. You will lead a team of well-trained customer service representatives focused on effective solutions and self-serve options. 

What you’ll be doing: 

Inspire to serve by using stories and data to help associates visualize customer impact 

Connect team effort to customer fulfillment by linking associate motivations and work to customer outcomes 

Be a catalyst—spark energy, inspire decisions, and empower action to build a better way 

Foster an environment where associates can develop and advance their careers through empowerment, recognition, and opportunities to learn and grow 

Provide leadership support to direct reports (time management, payroll, leaves, policy inquiries, team concerns) and/or connect associates to appropriate HR resources or self-service options 

Regularly coach associates on gathered performance data and measured KPIs; provide critical feedback in a timely manner; complete performance reviews tied to compensation rewards where applicable 

Apply progressive discipline when necessary to ensure a respectful, fair, and consistent work environment 

Maximize execution and efficiency by encouraging partnerships across the business; supporting our value of working together and being inclusive 

Provides direct resolution for escalated customer issues, using innovative problem-solving skills and leveraging partnerships and resources  

 

What you bring to the table: 

Ability to build trust through consistency, accountability, and transparency 

Knowledge and application of analytical techniques to determine root cause and apply appropriate intervention to achieve improved performance 

Leads inclusively—take ownership, celebrate differences, and ensure others feel they belong 

Challenges directly, cares authentically—an empathetic approach with a firm focus on helping others reach their potential 

Creates a strong team environment that fosters associate empowerment and engagement 

Support/lead company communications on changes, policies, etc., and respond to associate concerns openly and with accountability 

Communicates in an organized, logical, and timely manner with the team 

Interviews and hires highly effective associates using competency-based interview tools; review results and look for opportunities to improve 

Fosters a culture of innovation where associates don’t wait to challenge, iterate, and test ideas—an environment where associates are driven to continuously improve, rapidly and with agility 

What’s needed - Basic Qualifications: 

3+ years of Customer Service Experience required 

High school diploma or GED 

Ability to work various shifts between the core hours of the business, Monday to Friday with possible weekend rotations 

 

What’s needed - Preferred Qualifications: 

Management Certificate or Diploma/bachelor’s degree preferred 

3-5 years of management/coaching/mentoring experience in a contact center or similar team environment 

Knowledge of chat and email management applications 

Knowledge and application of analytical techniques to determine root cause and apply appropriate intervention to achieve improved performance 

We Offer: 

Inclusive culture with associate-led Business Resource Groups 

112 Hours of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday) 

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

 

 

Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race