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 this role 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 ensuring eligibility criteria are met and proper forms of prescribed tender are accepted accurately. This includes coaching, monitoring, and ensuring accuracy of the output of your direct reports.
- Manage the resolution of customer complaints, returns and exchanges, acting as the highest in‑store escalation and required to de‑escalate and resolve.
- Provide interpretation of guidelines, directives and procedures related to products, programs and services, and coach and lead direct reports.




- Partner with your leader to develop associate succession plans 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 in person and online, verbally and in writing 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 of prior customer service experience in a retail or call‑center workplace 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 diplomatically and communicate effectively using a variety of mediums.
- Ability to plan, organize and prioritize to serve customers effectively.
- Ability to work effectively with ongoing distractions.
- Commitment to continuous learning and development—for self and the team.
- Bilingualism in English/French is an asset.

Additional information:

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

Some of what you will get:

- Health and dental benefits
- RRSP/DPSP
- Performance bonuses
- And more…

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📌 Service Ontario - Customer Support Manager (Oakville)
🏢 Staples
📍 Oakville