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 5000+ employees from 100+ nationalities.
A Manager for Customer Operations manages and is responsible for optimizing all of our customers’ interactions across all channels for Italy, Spain, Portugal, and most of the markets Klarna will be expanding over time. Her/His mission is to deliver a world-class experience for every interaction we have and doing this in the most efficient and lean way possible for all our customers. All this is done in a way that establishes trust for our community, which is of paramount importance and integral to the way our customers experience our product. The role involves managing and leading locally a local operations team and building and fostering strong cross-functional relationships across the Domain.
Ultimately, the Manager of Customer Operations will be held accountable for the full suite of support health metrics (e.g., Contact resolution, SLAs, contact volumes, support cost/financials, quality and efficiency) for her/his territory. A strong bias towards data analysis balanced with high emotional intelligence and a strong track record in innovating Customer experience is crucial to ensuring the optimal experience for our customers - both internal and external to Klarna. Influence senior-level leadership on how to quickly and efficiently scale human-based support processes across a globally distributed labor force.