Staples Support Team Lead - Customer Service

We’re iPostal1 and we’re in growth mode!

This is an exciting time to join our team. Headquartered in Rockland County, N.Y., we are an established, cutting-edge leader in the digital mailbox industry. Our customer base is quickly growing and we’re looking for confident, upbeat, personable Customer Service professionals to support that growth in our Montebello, NY location.

To join our customer service team, you should be comfortable supporting customers via the phone, on chat and through email, an excellent verbal and written communicator, able to think on your feet and have a positive, team-oriented attitude. If you enjoy assisting customers and want to make a career of it, this could be a great opportunity for you! The Staples Team Lead is responsible for overseeing the day-to-day workflow and performance of the Staples Support team. This role supervises Customer Service Agents, ensuring consistent service quality, operational efficiency, and adherence to established procedures. The Team Lead provides escalated customer support, manages work distribution, monitors service levels, and keeps the team organized, informed, and focused. This position acts as a key partner to the Customer Service Manager and ensures smooth operation of the call center.

*Please note this is an in-office role. Remote work is not available. There will be a two-week, paid training which starts on Day 1.

Responsibilities:

• Supervise daily operations of the call center floor, including managing workflow, monitoring queue volumes, overseeing agent availability, and ensuring adequate coverage across channels (calls, chats, email).
• Provide direct supervision and support to Customer Service Agents and Senior Customer Service Agent, ensuring team clarity on policies and procedures
• Serve as the primary point of escalation for complex or dissatisfied customers, taking ownership of de-escalation and resolution.
• Maintain team organization and focus by prioritizing tasks, redistributing workload, and communicating key updates and expectations.
• Monitor real-time team and individual performance by prioritizing workload, observing key KPIs, and identifying emerging trends. Escalate notable patterns or concerns to the Staples Customer Service Manager, who conducts formal monthly performance reviews.
• Stay up-to-date on Staples Tech updates and actively troubleshoot reported issues. Validate whether a concern reflects a true technical trend versus a one-off occurrence, create internal tickets when appropriate, and escalate verified trends or operational impacts to the Staples Support Manager promptly.
• Manage and maintain all communication channels with Staples, including the Staples Tech Freshdesk Group and Microsoft Teams. Serve as the primary liaison between iPostal1 and Staples partners, ensuring a consistent flow of information regarding technology updates, policies, procedures, and customer matters. Coordinate timely delegation of tasks, follow up on outstanding issues, and keep both the team and Staples informed of relevant developments.
• Foster a positive team culture, encouraging collaboration, accountability, and strong customer service standards.
• Perform additional tasks and responsibilities as assigned.

Requirements:

• Minimum of 3 years in customer-facing roles
• Excellent verbal and written communication skills
• Proven ability to handle escalated issues and multiple projects simultaneously
• Previous experience in a Sr or lead role preferred
• Bachelor’s degree in business management, business administration or related field preferred

iPostal1 is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information or any other category protected by law.