Lead, Customer Operations

Job Description

On our path to becoming the world's favorite way to shop, we’re assembling an unparalleled global talent network, accelerating individual careers, and disrupting entire industries. We are on a mission to liberate humanity from all the meaningless time spent managing their purchases and finances, so they can do more of what they love. We’re in search of global talent eager to embrace a hypergrowth atmosphere and defy their own expectations. About the job We are supporting Klarna’s hyper-growth by enabling our organization and operations to move with the highest speed and quality. We are Klarna’s operational experts, driving efficiency and customer experience across our organization (e.g., Service, Payments, Disputes, Merchant Support, Underwriting/Onboarding). Our 8 Leadership Principles guide our growth at Klarna, they are the constant in an ever-changing landscape. Within Operations, the Lead, Customer Operations will be responsible for ensuring performance in line with strategy and delivering lean, excellent services with high quality and efficiency. As a leader, you will be developing and inspiring a team of specialists, empathizing with the problems that our users face every day, and implementing solutions that strengthen trust of the brand. Your role and responsibilities will include but not be limited to ensuring that the team is run effectively, delivering results that support Klarna’s growth.

About your responsibilities

• Manage your market and meet or exceed key performance indicators
• Recruit, manage and inspire a team of specialists and be passionate about their career development
• Ensure continuous development of the team, share best practices, organize trainings/workshops
• Serve as a member of the leadership team, identify issues, contribute ideas/solutions, and support the team in all actions
• Drive and support global initiatives to improve Klarna’s overall Operational Excellence and Customer Service
• Work closely with internal and external stakeholders to address business needs

About what you’ll need

• Bachelor’s degree in Business Administration/similar field or equivalent experience
• Minimum 4 years of work experience in a fast-paced Customer Service/Operations environment, preferably within Banking/FinTech industry
• Minimum 2 years of experience in building, mentoring and inspiring a high performing professional team
• Excellent verbal and written communication skills in English
• Service and customer obsession mindset
• Strong project/program management skills
• Ability to thrive in an fast-paced and evolving environment
• Data driven mindset, strong analytical and problem-solving ability
• Strong stakeholder management skills and ability to perform under pressure

What we offer: Diversity & Community With our diversity of skills, perspectives and backgrounds, we can create, innovate, and disrupt like no other. Diversity is part of who we are, and essential to our success. Ownership & Impact Here, every voice matters. We’re organized into hundreds of small teams, each run like a start-up, focused on their own problem-space. Trust & Collaboration Successes and failures are won together at Klarna in a melting pot of teams. Win, lose, and learn, we’re on this path together. The Klarna Work Policy is designed to make sure we foster team collaboration while also ensuring a productive and flexible work environment. We work 2 days per week in the office on agreed days, and then 3 flexible days. We’re also providing each Klarnaut with an annual financial contribution to improve their flexible work life whether they use it to upgrade their work accessories, or their home office space! Challenges & Rewards We take a very Swedish approach to benefits. Support for parents, health and wellness perks—we’ve got you covered. About Klarna Since 2005 Klarna has been on a mission to revolutionize the retail banking industry. With over 90 million global active users and 2 million transactions per day, Klarna is meeting the changing demands of consumers by helping them save time and money while better managing their cashflow and making informed decisions. Over 250,000 global retail partners, including H&M, Saks, Sephora, Macys, IKEA, Expedia Group, and Nike have integrated Klarna's innovative technology to deliver a seamless shopping experience online and in-store. With over 5,000 employees, Klarna is active in 20 markets and is one of the most highly-valued private fintechs globally, with a valuation of $45.6 billion. For more information, visit Klarna.com Apply for this job