B2B CX Team Lead – Performance & Coaching

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

Job summary

Pandora seeks a Team Lead Supervisor for Customer Experience B2B in the US/Canada/LatAm. You will lead hourly CX Reps, drive performance, and ensure policy adherence within the B2B service framework.

The role emphasizes coaching, reporting, and process improvements to deliver consistent customer experiences. Collaborate across Retail Ops, IT, Sales and partners to align operations and support strategic priorities.

Qualifications

• Bachelor’s degree in Business, Operations, or related field.
• 3–5 years of experience in a customer service or B2B support environment.
• 3–5 years of direct people leadership or supervisory experience.
• Ability to lead a team to achieve defined performance goals, service standards, and KPIs.
• Experience supporting retail, wholesale, or distribution partners preferred.
• Familiarity with OMS, WMS, and CRM tools such as Salesforce Service Cloud.
• Ability to analyze operational data and take corrective action at the team level.
• Proficiency in Microsoft Office Suite and experience creating or maintaining performance reports and dashboards.
• Effective cross-functional communication skills to support operational alignment.
• Ability to multi-task, prioritize effectively in a fast-paced environment.

Responsibilities

• Lead and develop a team of Customer Experience Representatives across B2B support, driving performance and engagement.
• Provide ongoing coaching, feedback, and performance management to meet KPIs and SLAs.
• Reinforce accountability, attendance, and login compliance expectations.
• Prioritize and oversee escalations with timely resolution and clear communication.
• Support onboarding and training of new hires for consistent B2B workflows.
• Promote a collaborative, team-oriented environment aligned with CX priorities.
• Ensure consistent execution of B2B service processes and standards.
• Support tool/system enhancements and process updates for the B2B team.
• Monitor case trends and recurring issues; escalate themes to management.
• Maintain escalation processes and compliance with case management protocols.
• Identify workflow gaps and propose practical improvements.
• Analyze contact data to identify performance trends and drivers.
• Create and maintain team-level reporting and dashboards.
• Ensure reporting accuracy and document trends for leadership.
• Translate findings into clear summaries for leadership review.
• Collaborate with Quality and Training to drive continuous improvement.
• Work with Retail, IT, and cluster stakeholders to resolve issues.

Skills

People Leadership

Coaching

Data analysis

MS Office

Dashboards

Cross-functional collaboration

Education

Bachelor’s degree in Business, Operations, or related field

Tools

OMS

WMS

Salesforce Service Cloud

Job description

Pandora seeks a Team Lead Supervisor for Customer Experience B2B in the US/Canada/LatAm. You will lead hourly CX Reps, drive performance, and ensure policy adherence within the B2B service framework.

The role emphasizes coaching, reporting, and process improvements to deliver consistent customer experiences. Collaborate across Retail Ops, IT, Sales and partners to align operations and support strategic priorities.