B2C CX Team Lead — Elevate Customer Experience

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

Benefits offered by this job

401K plan

Medical/Dental/Vision benefits

Paid holidays

Job summary

Pandora is seeking a Team Lead Supervisor for the B2C Customer Experience team in the AME Operations. This role oversees day-to-day performance, supports agents across phone, email, and digital channels, and guides escalations while ensuring policy adherence and high-quality service.

Responsibilities include supervision, workstream coordination, and collaboration with Retail Operations. The ideal candidate has 2–4 years in customer service, strong organizational skills, and experience with

Qualifications

• Experience in customer service or contact center environments.
• Strong communication and organizational skills.
• Ability to monitor metrics and improve processes.
• Experience mentoring frontline service teams preferred.

Responsibilities

• Provide real-time support to representatives with product, order, and policy questions.
• Handle escalations and sensitive situations while maintaining service standards.
• Create and manage weekly team schedules ensuring adequate staffing across channels.
• Track attendance, shift adherence, and email routing for operational stability.
• Share daily KPI updates and assist with weekly and monthly reporting.

Skills

Customer service

Communication

Time management

Multitasking

Tools

Salesforce Service Cloud

Job description

Pandora is seeking a Team Lead Supervisor for the B2C Customer Experience team in the AME Operations. This role oversees day-to-day performance, supports agents across phone, email, and digital channels, and guides escalations while ensuring policy adherence and high-quality service.

Responsibilities include supervision, workstream coordination, and collaboration with Retail Operations. The ideal candidate has 2–4 years in customer service, strong organizational skills, and experience with