B2C Customer Experience Team Lead

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

Benefits offered by this job

401K plan

Medical, Dental, Vision

Paid Holidays

Product discounts

Tuition reimbursement

Job summary

Pandora is hiring a Team Lead Supervisor for the B2C Customer Experience in Pandora AME Operations, located in Maryland. You will supervise the CX team handling calls, emails, and digital inquiries, guide agents, and escalate issues as needed.

You will monitor KPIs, coordinate staffing across channels, and partner with Retail Operations and QA to maintain service standards. Experience in CRM systems and Power BI is valued.

Qualifications

• 2–4 years of experience in a customer service or contact center environment.
• Prior experience supporting or mentoring frontline service teams preferred.
• Familiarity with CRM platforms such as Salesforce Service Cloud preferred.
• Ability to monitor operational metrics and identify trends affecting service performance.

Responsibilities

• Provide real-time support to Customer Experience Representatives by answering product, order, and policy-related questions.
• Assist with handling customer escalations and sensitive situations.
• Monitor agent performance in queues and ensure adherence to schedules and operational expectations.
• Create and manage weekly team schedules to ensure adequate staffing across channels.
• Share daily KPI performance updates with Power BI or other tools.

Skills

Customer service

Mentoring

Cross-functional collaboration

Time management

Scheduling

Tools

Salesforce Service Cloud

Power BI

Job description

Pandora is hiring a Team Lead Supervisor for the B2C Customer Experience in Pandora AME Operations, located in Maryland. You will supervise the CX team handling calls, emails, and digital inquiries, guide agents, and escalate issues as needed.

You will monitor KPIs, coordinate staffing across channels, and partner with Retail Operations and QA to maintain service standards. Experience in CRM systems and Power BI is valued.