Engineering Productivity Problem manager

About Klarna

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, and 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 and Lufthansa. Our offices are spread over 17 different markets, hosted by 4000+ employees from 100+ nationalities.

Klarna makes shopping smoooth. And we do it with flair because shopping is fun. Every day, we help customers, businesses, and partners explore just how smoooth the modern shopping experience can be.  

It means we’re constantly changing the game. Always trying out new things. And we encourage our people to do the same. To grow. To develop. Because we don’t believe roles have to stay fixed. Instead we inspire our people to take an irregular career path. As a company of 350 dynamic start-ups, our whole business is built for it. So once you’re in, there’s no telling what will happen next. 

What you will do 

As a problem manager in the Productivity Service & Support team you will work proactively by analyzing trends and historical data. You will work with identifying existing recurring issues and how to resolve these pain points, aiming to give Klarnauts a smooother daily work situation. Together with service/application owners you will work on temporary solutions (workarounds) as well as long-term solutions for problems in an agile work environment. You will continuously improve  the problem process and actively contribute to the Productivity Service & Support team´s development. Klarna is a company which changes constantly so we are looking for a self driven, ambitious, positive spirit to join a great team. The team's high customer focus will let you use your existing technical and service skills and develop the team's combined skillset. 

You will work closely with other teams in the Productivity group to ensure that we deliver the best productivity experience possible to our internal customers around the world.

This role will include but not limited to:

  • User focus. You identify needs and engage with users or stakeholders to collate user needs evidence. You understand and define research that fits user needs. You use quantitative and qualitative data about users to turn user focus into outcomes.
  • Problem management. You ensure that the right actions are taken to investigate, resolve and anticipate problems. You coordinate the team to investigate problems, implement solutions and take preventive measures.
  • Ownership and initiative. You take accountability of issues that occur and be proactive in searching for potential problems. You achieve excellent user outcomes.
  • Giving Klarna employees the best problem management possible, keeping them productive.
  • Continuously suggesting improvements on problem and support processes.
  • Working on identifying trends and issues proactively.
  • Documenting and sharing knowledge instinctively.

Who you are 

You have previous experience of service desk work, troubleshooting and solving issues and working with problem management. You have a logical mind, like challenges, teamwork and have a strong customer service ethos. Communication and knowledge sharing is a natural part of your profile. You have a good understanding of core technical concepts related to the role. You have good knowledge on problem processes. In Klarna a very diverse set of tools consisting of multiple operating systems, SaaS-applications and traditional software is used. MacOS is predominantly on laptops, but Windows, Linux and ChromeOS are also represented. In the SaaS-space Jira, Google Workspace and Slack are core tools. Having any experience with the software/services used is a plus.  You thrive when there are many things going on and you can manage a multi-task environment well. You have excellent verbal and written communication skills in English language.



What we can offer you

Culture - You'll have an opportunity to work with people from 100+ different countries in our English speaking offices in Stockholm/Berlin city centre.

Learning - We have a learning and development focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.

Compensation - You’ll receive an attractive salary, pension, and insurance plans, plus we offer all of our employees an opportunity to invest in a RSU program and own a stake of the company. You’ll also receive 30 days annual leave and since we recognize that life is about more than work, we also offer benefits for gym memberships, marathons, and all sorts of activities that promote physical health. We also have generous parental leave (for men and women).

Diversity - We know diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences. Our teams include women, men, mothers, fathers, the self-taught, the college-educated, and people from all over the world.

We also believe in making contributions back to the open source community. You can find some of our work at https://github.com/klarna.

How to apply: Please send us your CV or Linkedin profile in English.

Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.