Team Lead Supervisor, Customer Experience - B2C

Pandora•Glen Burnie, MD

2d•$55,000 - $70,000•Onsite

About The Position

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 workstreams, 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.

Requirements

2–4 years of experience in a customer service or contact center environment
Strong knowledge of customer service processes within phone, email, or digital support environments
Experience handling customer escalations and complex service cases
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

Nice To Haves

Prior experience supporting or mentoring frontline service teams preferred
Familiarity with CRM platforms such as Salesforce Service Cloud preferred

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