Team Lead Supervisor, Customer Experience - B2B (Glen Burnie, MD, US)

Pandora Group
United States
Workplace: OnsiteFull timeUSD 55,000 - 70,000 annuallyFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Cross-functional communication","Coaching","Performance management","Data analysis","Prioritization"]

Lead and develop a team of B2B Customer Experience Representatives, ensuring day-to-day service delivery across order importing workflows and support channels. Drive performance by monitoring KPIs and SLAs, coaching to service standards, and managing escalations and case trends. Support onboarding, tool/process updates, and SOP maintenance, while translating operational insights into reporting and improvements in partnership with Quality, Training, IT, and cross-functional stakeholders.

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FursaFursa
Pandora Group
Pandora Group
1 day ago

Team Lead Supervisor, Customer Experience - B2B (Glen Burnie, MD, US)

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Last checked: 10 hours agoStatus: Live

Job Summary

Lead and develop a team of B2B Customer Experience Representatives, ensuring day-to-day service delivery across order importing workflows and support channels. Drive performance by monitoring KPIs and SLAs, coaching to service standards, and managing escalations and case trends. Support onboarding, tool/process updates, and SOP maintenance, while translating operational insights into reporting and improvements in partnership with Quality, Training, IT, and cross-functional stakeholders.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and develop B2B Customer Experience Representatives, including order importing workflows, service quality, performance, and engagement.
  • •Coach and manage performance to ensure adherence to KPIs, SLAs, and service standards, reinforcing accountability, attendance, and log-in compliance.
  • •Oversee and prioritize escalations, ensuring timely resolution and appropriate communication, and support onboarding and training for new hires.
  • •Ensure consistent execution of B2B processes and support standards, supporting tool/system enhancements and process updates.
  • •Analyze contact data and manage team reporting/dashboards; identify trends and SLA gaps, document case trends, and recommend process improvements.

Pay and Benefits

Salary: USD 55,000 - 70,000 annually

Key Requirements

  • •3–5 years of experience in a customer service or B2B support environment.
  • •3–5 years of direct people leadership or supervisory experience.
  • •Proven ability to lead a team to achieve performance goals, service standards, and operational KPIs.
  • •Familiarity with order management systems (OMS), WMS platforms, and CRM tools such as Salesforce Service Cloud.
  • •Proficiency in Microsoft Office Suite and ability to create and maintain performance reports and dashboards.
Experience:B2B supportCustomer serviceRetailWholesaleDistribution
Education:Bachelor's in Business, Operations
Skills:Cross-functional communicationCoachingPerformance managementData analysisPrioritization
Tech Stack:Salesforce Service CloudMicrosoft Office SuiteOMSWMSCRM

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