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 our atmosphere and defy their own expectations. 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 the 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 the 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.

What you'll do

• 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

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 the Banking/FinTech industry
• Minimum 2 years of experience in building, mentoring, and inspiring a high performing professional team
• Service and customer obsession mindset
• Strong project/program management skills
• Ability to thrive in a fast-paced and evolving environment
• Data-driven mindset, strong analytical and problem-solving ability
• Strong stakeholder management skills and ability to perform under pressure
• Excellent verbal and written communication skills in English

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. If you love what you do, you should love where you do it. We appreciate that everyone’s different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success. At Klarna, You can choose between working from the office, remotely within your employment country, or even outside of it for up to 20 working days per year. Flex it up!  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 150 million global active users and 2 million transactions per day, Klarna is meeting the changing demands of consumers by saving them time and money while helping them be informed and in control. Over 450,000 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. Klarna has over 6,000 employees and is active in 45 markets. For more information, visit Klarna.com It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender, identity, ethnicity, sexual orientation, disability status or religion. Please refrain from including your picture and age with the application. Apply for this job