Customer Service Team Manager
Staples Promotional Products
full-time
Posted on:
Location Type: Remote
Location: Massachusetts • United States
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About the role
- 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.
- 3–5 years management/coaching/mentoring experience (preferred).
- Management certificate, diploma, or bachelor’s degree preferred (preferred).
Benefits
- 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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicedata analysisKPI coachingproblem-solvingmanagementmentoring
Soft Skills
leadershipcommunicationteam buildingflexibilityinclusivity
Certifications
management certificatediplomabachelor's degree