Team Lead Supervisor, Customer Experience - B2C

Team Lead Supervisor, Customer Experience - B2C

City: Glen Burnie Country/Region: US

As the largest jewelry brand in the world, we 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

Operational Execution & Workstream Coordination

• 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

Reporting & Performance Monitoring

• 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

Retail Operations & Cross-Functional Support

• 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

Process Improvement & Documentation

• 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

Escalation & Corrective Support

• 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

What is needed to succeed:

• 24 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

Our Benefits:

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

Maryland Salary: $55,000 - $70,000 commensurate with experience

About Pandora: Pandora is the world's largest jewelry brand, specializing in the design, crafting and marketing of accessible luxury jewelry made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewelry. Pandora jewelry is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores. Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewelry with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 32.5 billion (EUR 4.4 billion) in 2025. Pandora's recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status, and age.

About Pandora NAM: The Pandora North America team in the USA & Canada consists of more than 115 employees working at our offices in New York & Baltimore, more than 130 in our Logistics Center in Glen Burnie, Maryland, an additional 100 in field positions, and more than 3,900 in our owned and operated stores. Today, the USA is Pandora's single largest market. The Pandora North American region as a whole encompasses over 1,400 points of sale, including over 420 concept stores, with more than 300 being owned and operated by Pandora.