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.
• Ability to build relationships across business units.
• Experience managing performance and maintaining consistency.
• 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.

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

• Job Identification 65004
• Job Category Customer Service & Contact Centre
• Job Schedule Full time
• Locations Home, Framingham, MA, 01702, US (Remote)