Team Lead Supervisor, Customer Experience - B2C

Team Lead Supervisor, Customer Experience - B2C

City:
Glen Burnie Country/Region: US

As the largest jewelry brand in the world, we give a voice to millions of people's loves every day. Our beautiful products empower people all around the world to express themselves. We are proud to be part of their stories and the most important moments in their lives. Where original thinking is welcomed, and can turn into positive impact in a heartbeat, we can dream big, dare to act, and deliver with care and passion.

At Pandora where you can each craft far more than just an incredible career.

About the Team:
The B2C Customer Experience Team Lead Supervisor is an operational leadership role responsible for overseeing the day-to-day performance, alignment, and execution of our B2C Customer Experience team. This position focuses on supporting Customer Experience Representatives who handle direct-to-consumer contacts across phone, email, and digital support channels. This role provides frontline leadership by guiding agents through customer inquiries, managing escalations, ensuring adherence to policies and procedures, and maintaining consistent service delivery across support channels.

The Supervisor helps maintain operational stability by monitoring schedule adherence, coordinating work streams, and supporting agents in resolving complex customer situations. As Pandora continues to expand its e-commerce and retail presence, this role plays a key part in ensuring efficient case handling, supporting the team through operational demands, and maintaining a high-quality customer experience for our consumers.

Your role as Team Lead Supervisor, Customer Experience - B2C:

Supervision & Team Support

• 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

Operational Execution & Workstream Coordination

• 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 work streams to maintain productivity and service consistency

Reporting & Performance Monitoring

• 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 W  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

Retail Operations & Cross-Functional Support

• 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

Process Improvement & Documentation

• 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…