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 skilled 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

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