B2C CX Team Lead — Customer Experience Ops & Coaching

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

Benefits offered by this job

Base and bonus

401K plan

Medical, Dental, Vision

Disability insurance

Product discounts

Job summary

Pandora is seeking a Team Lead Supervisor for Customer Experience - B2C to oversee the daily performance of our B2C CX team in the US. You will guide representatives across phone, email, and digital support channels, manage escalations, and ensure policy adherence and service quality.

You will coordinate workstreams, monitor KPIs, and partner with QA and Training to drive improvements while supporting retail operations, aiming to deliver a superior consumer experience.

Qualifications

• 2–4 years of experience in a customer service or contact center environment.
• Experience supporting or mentoring frontline service teams.
• 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.
• 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.

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 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.

Skills

Customer service

CRM platforms

Team leadership

Power BI

Tools

Salesforce Service Cloud

Job description

Pandora is seeking a Team Lead Supervisor for Customer Experience - B2C to oversee the daily performance of our B2C CX team in the US. You will guide representatives across phone, email, and digital support channels, manage escalations, and ensure policy adherence and service quality.

You will coordinate workstreams, monitor KPIs, and partner with QA and Training to drive improvements while supporting retail operations, aiming to deliver a superior consumer experience.