B2B Customer Experience Team Lead

Pandora A/S; Glen Burnie (MD); On-site; USD 55,000 - 70,000; Full time

Job summary

Pandora is seeking a Team Lead Supervisor for the B2B Customer Experience team to oversee hourly representatives across US, Canada, and Latin America. The role focuses on performance, policy adherence, and service quality within B2B channels, ensuring consistency and operational excellence.

The ideal candidate has a proven track record in customer service leadership, strong data analysis skills, and experience with OMS/WMS and Salesforce Service Cloud.

Qualifications

• Bachelor's degree in Business, Operations, or related field preferred.
• 3–5 years in customer service or B2B support.
• 3–5 years of people leadership or supervisory experience.
• Experience with OMS/WMS/Salesforce Service Cloud.
• Ability to analyze operational data and present findings clearly.

Responsibilities

• Lead and develop a team of Customer Experience Representatives across B2B support.
• Provide coaching and performance management to meet KPIs and SLAs.
• Oversee escalations and ensure timely resolution.
• Support onboarding and training of new hires in B2B workflows.
• Create team reporting and dashboards to track productivity and service outcomes.
• Collaborate with Retail Ops, IT, Sales, and cluster stakeholders.

Skills

Customer service

B2B support

People leadership

Data analysis

Dashboard reporting

Cross-functional communication

MS Office

Education

Bachelor's degree in Business/Operations

Tools

OMS

WMS

Salesforce Service Cloud

Job description

Pandora is seeking a Team Lead Supervisor for the B2B Customer Experience team to oversee hourly representatives across US, Canada, and Latin America. The role focuses on performance, policy adherence, and service quality within B2B channels, ensuring consistency and operational excellence.

The ideal candidate has a proven track record in customer service leadership, strong data analysis skills, and experience with OMS/WMS and Salesforce Service Cloud.