Role Description

As a Print Support Specialist (PSS), you will be responsible for resolving complex print-related issues escalated from our Print Customers. You will manage cases involving print errors, damages, product inquiries, and quote requests related to Staples Print. This role requires strong communication and investigation skills as you collaborate with vendors, print hubs, retail stores, and internal partners to resolve customer concerns. Your focus will be on delivering timely, accurate, and customer-centric resolutions while driving long-term satisfaction across the Staples print experience.

• Own and resolve escalated print cases, ensuring timely, high-quality outcomes for customers.
• Investigate medium complex issues (e.g., print quality, damaged orders, discrepancies, file errors, website issues and product and quote requests).
• Document case activity thoroughly and accurately in the appropriate tracking systems.
• Coordinate across internal teams and partners to drive resolution.
• Communicate clearly and professionally with customers via email, chat, and phone, keeping them informed throughout.
• Identify trends and share insights to improve processes, products, and overall customer experience.
• Support Team Goals: Work collaboratively with colleagues to achieve performance metrics, customer satisfaction targets, and operational objectives.
• Ensure compliance with quality standards and service-level targets for response and resolution times.

Physical Environment/Working Conditions:

• Work-from-home position
• Fast-paced environment
• Rotational shift schedule, including evenings and weekends

Qualifications

• Experience resolving escalated customer issues, preferably in print or eCommerce.
• Strong written communication skills, especially in customer-facing emails.
• Bilingual (French) is required.
• High attention to detail and comfort navigating multiple systems and partners.
• Demonstrated ability to manage multiple open cases while maintaining quality.
• Strong problem-solving mindset with a focus on root cause resolution.
• Knowledge of print processes and products is a strong asset.
• Ability to work collaboratively with internal and external stakeholders.
• 2-3 years in customer service, including case management or escalation roles.
• Previous experience in a print, production, or eCommerce support role preferred.
• Degree, diploma, or certificate in a related field as an asset.

Benefits

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

Company Description

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.