Team Lead Supervisor, Customer Experience - B2C (Glen Burnie, MD, US)

Pandora Group
Maryland
Workplace: OnsiteFull timeUSD 55,000 - 70,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Communication","Collaboration","Organizational skills","Time management","Multitasking"]

Lead day-to-day performance for Pandora’s B2C Customer Experience team supporting direct-to-consumer contacts across phone, email, and digital channels. Provide real-time guidance for product, order, and policy questions, handle escalations and sensitive cases, and ensure schedule adherence and consistent service delivery. Own weekly scheduling and email assignment, monitor KPIs and Email SLA using Power BI/other tools, coordinate with QA and training, and support cross-functional retail operations requests while driving continuous improvement.

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FursaFursa
Pandora Group
Pandora Group
4 days ago

Team Lead Supervisor, Customer Experience - B2C (Glen Burnie, MD, US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead day-to-day performance for Pandora’s B2C Customer Experience team supporting direct-to-consumer contacts across phone, email, and digital channels. Provide real-time guidance for product, order, and policy questions, handle escalations and sensitive cases, and ensure schedule adherence and consistent service delivery. Own weekly scheduling and email assignment, monitor KPIs and Email SLA using Power BI/other tools, coordinate with QA and training, and support cross-functional retail operations requests while driving continuous improvement.
Location: Maryland
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Provide real-time support to Customer Experience Representatives with product, order, and policy questions.
  • •Handle escalations and sensitive situations, and support agents in resolving complex customer cases.
  • •Create and manage weekly team schedules and allocate resources across phone and email channels; track attendance and shift adherence.
  • •Monitor KPI performance and Email SLA response times using Power BI or other tools; compile reporting for the team and monthly WBR presentations.
  • •Coordinate with QA and Trainer to ensure compliance with customer experience policies; partner with retail operations on CX-related requests and process improvements.

Pay and Benefits

Salary: USD 55,000 - 70,000 annually
Perks:Health InsuranceDentalVision401kLong-term DisabilityPaid LeavePaid HolidaysLearning Budget

Key Requirements

  • •2–4 years of experience in a customer service or contact center environment.
  • •Experience supporting or mentoring frontline service teams (preferred).
  • •Strong knowledge of customer service processes across phone, email, or digital support environments.
  • •Experience handling customer escalations and complex service cases.
  • •Ability to monitor operational metrics, identify trends, and support scheduling and operational coordination.
Experience:Contact centerE-commerceRetail
Skills:CommunicationCollaborationOrganizational skillsTime managementMultitasking
Tech Stack:Power BISalesforce Service CloudCRMEmail SLA

Company Brief

Pandora Group
The Pandora Group (Pandora A/S) is the world's largest jewelry brand, headquartered in Copenhagen, Denmark.
Industry: Luxury Goods
Headquarters: Copenhagen, Denmark
Website