Pandora Team Lead Supervisor, Customer Experience - B2C
$55k - $70kPandora
Team Lead Supervisor, Customer Experience - B2C, Pandora AME Operations As the largest jewelry brand in the world, we a give a voice to millions of people's loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives. Where original thinking is welcomed, and can turn into positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion. At Pandora where you can each craft far more than just an incredible career. About the Team: The B2C Customer Experience Team Lead Supervisor is an operational leadership role responsible for overseeing the day-to-day performance, alignment, and execution of our B2C Customer Experience team. This position focuses on supporting Customer Experience Representatives who handle direct-to-consumer contacts across phone, email, and digital support channels. This role provides frontline leadership by guiding agents through customer inquiries, managing escalations, ensuring adherence to policies and procedures, and maintaining consistent service delivery across support channels. The Supervisor helps maintain operational stability by monitoring schedule adherence, coordinating workstreams, and supporting agents in resolving complex customer situations. As Pandora continues to expand its e-commerce and retail presence, this role plays a key part in ensuring efficient case handling, supporting the team through operational demands, and maintaining a high-quality customer experience for our consumers. Your role as Team Lead Supervisor, Customer Experience - B2C: Supervision & Team Support
- Provide real-time support to Customer Experience Representatives by answering product, order, and policy-related questions
- Assist with handling customer escalations and sensitive situations including aggressive customers, discrimination claims, police investigations, technical issues, or complex order inquiries
- Monitor agent performance in queues and ensure adherence to schedules and operational expectations
- Reinforce accountability related to attendance, punctuality, and schedule compliance
- Support team members in navigating complex customer interactions while maintaining service standards
- Promote a collaborative and supportive team environment aligned with Customer Experience priorities
- Create and manage weekly team schedules to ensure adequate staffing across phone and email channels
- Allocate resources effectively to maintain balanced coverage across contact channels
- Track attendance, shift adherence, and callouts to maintain operational stability
- Assign and distribute incoming emails to agents responsible for email support
- Support daily operational management of B2C workstreams to maintain productivity and service consistency
- Share daily KPI performance updates with the B2C team using Power BI reports or other tools
- Monitor Email SLA performance including response times and oldest outstanding contacts
- Collect and track team performance data for weekly reporting and monthly department WBR presentations
- Partner with the Quality Assurance Specialist and Trainer to ensure agents remain compliant with Customer Experience policies and procedures
- Monitor contact trends and performance metrics to identify areas for operational improvement
- Serve as a point of contact for requests requiring Customer Experience support from Retail Operations partners including DSMs and DSDs
- Follow up on store complaints submitted by agents when responses from responsible retail partners are delayed
- Communicate emerging trends or recurring issues to Retail Operations stakeholders
- Support key Retail Operations initiatives that require Customer Experience alignment or execution
- Monitor customer contact trends and identify opportunities to improve policies, workflows, or service processes
- Maintain and update internal documentation including SOPs, email templates, and departmental resources
- Organize team meetings to share operational updates, including preparation of weekly or bi-weekly team presentations
- Support continuous improvement initiatives that enhance team efficiency and customer experience outcomes
- Flag performance concerns or policy violations requiring corrective action to the Customer Experience Manager
- Assist leadership in identifying behavioral or operational risks within the team
- Assist the Customer Experience Manager with ad hoc operational tasks and departmental initiatives as needed
- 2-4 years of experience in a customer service or contact center environment
- Prior experience supporting or mentoring frontline service teams preferred
- Strong knowledge of customer service processes within phone, email, or digital support environments
- Experience handling customer escalations and complex service cases
- Familiarity with CRM platforms such as Salesforce Service Cloud preferred
- Ability to monitor operational metrics and identify trends affecting service performance
- Strong organizational and time management skills to support scheduling and operational coordination
- Effective communication and collaboration skills when working with cross-functional partners
- Ability to multitask and manage competing operational priorities in a fast-paced environment
- High level of reliability, punctuality, and accountability to support team operations consistently
- We Dare! We offer robust compensation package including base and bonus, a 401K plan to help you secure your financial future
- We Care! Pandora offers extensive benefits including: Medical, Dental, Vision, Short/Long Term Disability, Basic Life and AD&D, anniversary gift cards, recognition program and product discounts!
- We Dream! Pandora is fostering growth and crafting opportunities to support the business needs which learning and development programs, continuous feedback, LinkedIn learning, tuition reimbursement and more
- We Deliver! PTO Package including: Vacation, Personal, Sick, Celebration days and Paid Holidays
Vacancy posted 2 days ago
Similar jobs that could be interesting for youBased on the Pandora Team Lead Supervisor, Customer Experience - B2C in Glen Burnie, MD vacancy
$55k - $70k
...Team Lead Supervisor, Customer Experience - B2C, Pandora AME Operations As the largest jewelry brand in the world, we a give a voice to millions of people's loves every day. Our beautiful products empower people all around the world to express themselves. We are proud...SuggestedFull timeTemporary workWork at officeWorldwideShift work$55k - $70k
...Team Lead Supervisor, Customer Experience B2B As the largest jewelry brand in the world, we give a voice to millions of people's loves every day. Our... ...big, dare to act, and deliver with care and passion. At Pandora, where you can craft far more than just an incredible...SuggestedHourly payWork at officeImmediate startWorldwidePandora
Glen Burnie, MD3 days ago- Pandora is seeking a Team Lead Supervisor for Customer Experience B2B based in Maryland. You will supervise hourly CX reps across US/Canada/Latin America, drive performance, and ensure policy adherence within a scalable service framework. Responsibilities include coaching...SuggestedHourly pay
- ...company in Annapolis is seeking a part-time Store Supervisor to manage daily operations, lead a team, and ensure outstanding customer service. The ideal candidate should have at least 2 years of management experience and a high school diploma. Responsibilities include...SuggestedPart timeFlexible hours
- Five Below Inc. in Severna Park seeks a store leadership professional to deliver fast, friendly checkout and a WOW customer experience. You will train crew, manage front-end operations, and help drive sales while upholding brand standards. The role emphasizes flexibility...Suggested
- ...Marsh is hiring a Restoration Supervisor to coordinate, monitor, and perform... ..., ensuring quality and customer satisfaction on projects in Maryland... ..., plus the ability to lead technicians and document job files... ...environment focused on Here to Help #J-18808-Ljbffr SERVPRO Team Wall
$16.5 - $17 per hour
...Ross Stores is seeking an Area Supervisor for their Catonsville, MD location. In this role, you will supervise store operations... ...communication skills, fluency in English, and prior customer service experience. Benefits include health insurance, 401K, and employee discounts...Hourly payRoss Stores, Inc.
Catonsville, MD2 days ago$128k - $252.5k
Position Summary Our Deloitte Customer team empowers organizations to build deeper relationships... ...design. We can enhance customer experiences and drive sustained growth and customer... ...a Deployment Success Manager, you’ll lead with outcome and value. You’ll be...Local area- Ross Stores is seeking an Area Supervisor in Woodlawn, Maryland. This role... ...standards, and managing customer service excellence. Ideal candidates... ...skills, prior customer service experience, and the ability to work flexible hours. Join a team that values growth and teamwork...Flexible hours
- Ross Stores is seeking an Area Supervisor in Gambrills, MD. In this role, you will be responsible for managing daily operations... ...supervising associates, and ensuring a high-quality shopping experience for customers. Your responsibilities will also include maintaining the...
$16.5 - $17 per hour
...Stores in Lansdowne, Maryland is seeking an Area Supervisor to oversee store operations and ensure a positive shopping experience. The successful candidate will supervise... ...cleanliness standards, and provide excellent customer service. Prior supervisory experience and strong...Hourly pay$16.5 - $17 per hour
Ross Stores is seeking an Area Supervisor in Baltimore, Maryland to oversee store operations... ...tasks, and delivering excellent customer service. The ideal candidate will have... ...preferably with prior retail supervisory experience, and must be able to work evenings and...Hourly payWeekend workAfternoon shift$130k - $150k
...a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market... ...Career advancement opportunities and so much more!The Sr. Customer Success Manager, Health Systems is responsible for developing...Full timeContract workPart timeWork experience placementRemote workFlexible hours$16.25 - $16.75 per hour
...You’ll be part of our vibrant team that embraces diversity,... ...100 company and the world’s leading off-price retailer. Job Description... ...for promoting an excellent customer experience. Oversees a team of... ...effectively with peers and supervisors Able to train others 1 year...Hourly payTemporary workLocal areaHome officeFlexible hoursNight shiftThe TJX Companies , Inc.
Annapolis, MD2 days ago$60k - $70k
...demand, and helping grow key customer accounts across specialty wood... ...at $60K–$70K depending on experience , this role offers strong earning... ...activity Prospect new leads Support Senior Specialists... ...Mindedness, Trust, and Service . Team members are empowered to make...Full timeMonday to FridayChesapeake Plywood
Baltimore, MD3 days ago- ...Plaza, Annapolis, MD 21401, United States of America [Department Manager] As a Customer Service Coordinator at Marshalls, you'll: Create a positive internal and external customer experience; Train and coach Associates on personalizing the customer experience while promoting...Immediate start
Marshalls
Annapolis, MD4 days ago $17.69 - $22.28 per hour
$17.69 - $22.28 per hour Job Title: Area Customer Service Coordinator Summary: Join our team as an Area Customer Service Coordinator, where you'll be... ...diploma with at least 12 months of relevant work experience ~ Flexibility and adaptability to meet...Hourly payWork experience placementWork at officeWorldwideFlexible hoursShift workRicoh Americas Corporation
Baltimore, MD2 days ago$101k - $135k
...Title: Customer Success Manager, Enterprise Location: Remote- US Clari... ...revenue — one where teams make confident decisions powered... ...the platform that will guide leading revenue teams into the future... ...quarterback of the customer experience and you will have an opportunity...Remote workGrabJobs
Baltimore, MD3 days ago- A leading wholesale building materials company is seeking a skilled Customer Service Director in Glen Burnie, MD. This full-time position... ...leading a customer service team and optimizing order... ...ensure exceptional customer experiences. The ideal candidate will have...Full time
$18.83 - $23.54 per hour
...Guest Experience Specialist As a Guest Experience Specialist, you... ...part of a high-end hospitality team, you'll thrive in this role.... ...or rental cars, catering, and customs appointments as requested.... ...follow directions/directives from supervisor/management. Ability to...WorldwideShift workNight shift- .... Our platform empowers care teams by simplifying complex workflows... .... About the Role The Customer Success Manager (CSM) plays a... ...program sponsors, department leads, and end user staff. Lead... ..., and improve the customer experience. Provide basic on-site hardware...Work at officeRemote workFlexible hours
Impruvon
Baltimore, MD14 days ago $60k - $70k
...demand, and helping grow key customer accounts across specialty wood... ...at $60K–$70K depending on experience , this role offers strong earning... ...activity Prospect new leads Support Senior Specialists... ...Mindedness, Trust, and Service . Team members are empowered to make...Full timeMonday to FridayChesapeake Plywood
Baltimore, MD12 days ago$55k
...The Customer Operations Manager focuses on the front-of-the-house... ...leader on the Customer Operations team. The Manager directs processes... ...relations. The Manager may lead a brand or a function and all... ...ensuring a positive customer experience Pro-actively drive the sales...Full timeWork at officeWorldwideFlexible hours$10k
...location, skills, and relevant experience. Some positions may include... ...or commissions. CPower is a leading Virtual Power Plant platform, monetizing the value of customer-sited energy to intelligently... ...Success Lead to join our Operations Team. The CPower Customer...Work at officeRemote workWork visaFlexible hours3 days per weekCPower
Baltimore, MD16 days ago- ...are looking for a Technical Customer Success Specialist to support... ...conversation behavior, routing, and experience design Collaboration &... ...feed insights back to internal teams Contribute to internal... ...and enterprise-ready. As the leading AI-first CX platform built for...Remote work
GrabJobs
Baltimore, MD4 days ago $151k - $207.9k
...talk. About the role: The Sr. Customer Success Manager - Federal role... ...solutions, and winning as a team. In this role, you will: Deliver... ..., and other stakeholders to lead and coordinate customer... ...role if you: Have 5+ years of experience in a customer success, account...Permanent employmentLocal areaFlexible hoursShift work- ...Job Description Required Skills & Experience ~ Bachelor’s degree in science or business... ...Description IG is searching for a customer success lead for an energy client in Baltimore,... ...procedures. Collaborate with other teams to form process improvements that optimize...
Insight Global
Baltimore, MD7 days ago $151k - $207.9k
...talk. About the role The Sr. Customer Success Manager role will play... ...innovative solutions, and winning as a team. In this role, you will... ...to resolve escalations and lead coordinated success motions.... ...role if you Have 5+ years of experience in a customer success, account...Local areaWorldwideFlexible hoursShift work- ...development. Direct sales, service, and risk controls to meet annual goals and deliver an exceptional customer and employee experience. You will recruit, coach, and evaluate team members, build Business Banking relationships, ensure compliance, and partner with other bank...
- Mariner Finance, LLC, located in Maryland, seeks a team leader for online loan operations. In this role, you will oversee a customer service team dedicated to providing exemplary support for online loans, ensuring compliance with lending regulations. The ideal candidate...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Pandora Team Lead Supervisor, Customer Experience - B2C. Be the first to apply!
Related searches
- member team lead Glen Burnie, MD
- team leader production Glen Burnie, MD
- site leader Glen Burnie, MD
- team leader training Glen Burnie, MD
- team lead data science Glen Burnie, MD
- compliance team leader Glen Burnie, MD
- manufacturing team lead Glen Burnie, MD
- focus group leader Glen Burnie, MD
- team lead Glen Burnie, MD
- team supervisor Glen Burnie, MD