Some of what you will do:
As a Customer Success Specialists, they play a pivotal role in upholding our commitment to exceptional customer experiences. We prioritize customer satisfaction by addressing cancellation requests, billing inquiries, and acting as an impartial resource for service escalations, partnering with various cross functional teams to deliver a seamless customer experience and fostering proactive retention strategies in collaboration with various teams.
Specifically, You Will:
Champion our high standards for customer experience by efficiently handling cancellation requests and addressing billing inquiries.
Lead by example, providing top-notch support to customers and subscribers while identifying opportunities for proactive retention.
Actively participate in process improvement projects to continuously enhance our service delivery.
Guide new customers through the onboarding process, ensuring they have a smooth and successful implementation of our subscription services.
Reach out to customers regularly to provide updates, gather feedback, and help. Anticipate and address any issues or concerns before they escalate.
Educate customers on the features and functionalities of our services, helping them maximize their usage and achieve their desired outcomes.
Monitor customer satisfaction and usage metrics to identify opportunities for up-selling or cross-selling additional services. Work to ensure customer renewals and minimize churn.
Champion the voice of the customer within the company, providing feedback and insights to drive product improvements and enhancements.
Manage customer profiles with the subscription management platform (Zuora)
Some of what you need:
Bachelor’s degree in business administration, Marketing, Communications, or related field (or equivalent experience).
3-5 years of proven experience in a customer-facing role, preferably in customer success, account management, or sales.
Fluency in both English and French is a requirement.
Exceptional communication skills, both verbal and written, coupled with strong interpersonal and organizational abilities.
Proficient negotiation skills to navigate challenging situations with internal and external stakeholders.
Some of what you will get:
Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs
And more…
#MakeAnImpact
About Us
Skills Required
- Post-secondary education
- Bilingual in French and English
- Minimum 2 years contact centre experience
- Excellent computer literacy including MS Teams, Word, Excel, Outlook
- Ability to document issues and use Order Management System and Zendesk
- Flexible to work various shifts including nights and weekends
- Above average interpersonal and collaboration skills
- Knowledge of Staples processes and systems
Staples Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Staples and has not been reviewed or approved by Staples.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings are described as broad, including wellness reimbursements, emotional support and coaching, legal services, identity theft protection, and pet insurance. Employee discounts and select on-site amenities are also positioned as meaningful add-ons beyond basic coverage.
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Leave & Time Off Breadth — Time-off provisions are presented as relatively expansive, including paid time off, company-recognized holidays, and a personal or flexible holiday option. Vacation that grows with tenure and PTO flexibility are highlighted as valued elements.
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Inclusive Benefits Coverage — Healthcare benefits explicitly include gender-affirming care alongside medical, dental, and vision coverage. Family and caregiver programs also include support that references LGBTQ+ considerations and broader life-stage needs.
Staples Insights
What We Do
For nearly 40 years, Staples has been a trusted leader in delivering end-to-end workplace solutions for consumers and businesses of all sizes across a broad range of industries. The company provides a comprehensive portfolio of products, strategic solutions, and services including print and marketing, shipping, technology, and travel. Its specialized assortment includes high-quality office supplies, janitorial products, technology, furniture, and breakroom essentials, all supported by best-in-class supply chain capabilities and a dedicated team of experts committed to making the workday easier. Headquartered near Boston, Massachusetts, Staples operates throughout North America via direct B2B sales, e-commerce, and more than 900 retail stores. To learn more, visit your local U.S. Staples store, download the Staples app, explore Staples.com or StaplesBusiness.com, or follow @Staples on social media.
