Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, & partner with 250,000 merchants - with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung & Lufthansa. Our offices are spread over 17 different markets, hosted by 4000+ employees from 100+ nationalities.
About the role
Klarna's customer service has set an ambitious vision for the future, to deliver a world-class customer service experience to its customers. In this role, you will be responsible for building the future standard for Klarna's global customer service, driving global projects focused on improving the customer operations function, & setting up the operational teams for success. You will work cross-functionally to seek internal pain points, strategize & make data-driven changes to the current processes & ways of working. Ultimately, you will make sure that Klarna's customer service is operating at a world-class level.
In this role, you will need to be very hands-on & in the details as well as to manage the big picture, to understand how small changes can impact the full customer journey. You are a natural leader & role model, leading your team with active coaching & setting the pace every day. An important success factor is also your ability to collaborate with & at times be assertive towards several stakeholders (internally & externally).