Customer Support Manager

Some of what you will do:

Staples’ strategic partnership with ServiceOntario brings the convenience of essential government services to our store locations. This collaboration streamlines and enhances our customer experience by providing a range of ServiceOntario services. Customers can access a variety of government-related transactions and documents, from driver's license renewals to health card applications, all within the familiar environment of their local Staples store. The Customer Support Manager is directly employed by Staples Canada, while working with Service Ontario systems and processes.
In the role as the Customer Support Manager, you lead by example to deliver outstanding customer experiences while overseeing ServiceOntario operations. You serve as a subject matter expert and advisor, ensuring customers and team members receive accurate, timely, and professional support. You manage escalated customer interactions, coach your team, and uphold high standards of service, compliance, and efficiency. Your leadership fosters a culture of curiosity, accountability, and continuous improvement, ensuring all customer needs are met—even those they may not anticipate. This role blends direct customer engagement with team leadership, driving both satisfaction and performance.

Specifically, you will:

• Lead the ServiceOntario Centre operations. Effectively process transactions while determining eligibility criteria have been met, accept proper forms of prescribed tender accurately.  This includes coaching, monitoring and ensuring accuracy of the output of your direct reports.
• Manage the resolution of customer complaints, returns and exchanges. This role is the highest in-store escalation of concerns and is required to de-escalate and resolve.
• Provide interpretation of guidelines, directives and procedures related to products, programs and services.  This includes coaching and providing leadership to direct reports.
• In partnership with your leader, develop associate’s succession plan to support individual and business growth.
• Execute ongoing training modules and foster a continuing learning environment.
• Develop and provide input on materials such as reporting, communication materials, manuals, correspondences and other documentation.
• Ensure exceptional customer satisfaction with accuracy and professionalism while processing inquiries both in person and online, verbally and written using all forms of customer interaction.
• Lead by example by actively modelling the sales process during crowd control activities, while clearly explaining special offers and recommending relevant products to customers.

Some of what you need:

• 3-5 years prior customer service in a retail or call center environment is preferred.
• 1–2 years of prior experience in team leadership or management roles is required.
• Proven leadership skills to inspire and coach team members toward high performance.
• Ability to resolve customer concerns in a diplomatic manner and communicate with customers effectively using a variety of mediums.
• Ability to plan, organize and prioritize to effectively serve our customers.
• Ability to work effectively with ongoing distractions is necessary.
• Commitment to continuous learning and development—for self and team.
• Bilingualism English/French is considered an asset.

Additional information:

• The number of direct reports depends on store location and volume.
• Backcheck will be required.
• Based on the nature of the contracts and signing authority of this role, it is required to be a minimum of 18 years of age at the time of hire.
• This position is based in our retail store environment and includes working a variety of shifts including evenings and Saturdays.
• This role requires regular computer use for extended periods throughout the work day.

Some of what you will get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy. About the Team At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.
We are building an inclusive and diverse team Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.