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.*