Merchant Service Lead/Manager US

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 5000+ 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.

Are you driven by managing and leading teams successfully? Do you want to be a key player to help drive a world-class merchant experience behind the scenes? Perfect - then you should join Klarna’s Merchant Service team! We are currently looking for new lead/manager for our Merchant Service US in Columbus. The successful applicant will share the market responsibility with 3 other managers who are also based in Columbus. Merchant Service is supporting Klarna’s merchants during the entire lifecycle with Klarna, both during the onboarding and throughout the journey of being live with Klarna. 

The Merchant Service teams are responsible for several different processes. The team is underwriting, supporting merchants onboarding with Klarna, both in direct contact with the merchants and by configuring their details into our systems. The team also supports already existing Klarna merchants with any question they might have and by administering the merchant base. At the end of the merchant life cycle the team is also responsible for offboarding the merchants. Our aim is to ensure a smoooth merchant journey by offering exceptional service. 

In this role, you will lead a team of circa 10 specialists. You will be a part of the Service Delivery Competence. 2021 has and is delivery many big challenges and we are preparing for an even bigger 2022!

What will you do

  • Lead and develop the work carried out within the Merchant Service US team.
  • Create strong collaboration with your peer leads so your team(s) have a great experience and opportunity to deliver.
  • Coach, lead and develop the team members in day to day business.
  • Be responsible for service delivery, KPI fulfillment and take the necessary actions on deviations.
  • Work with the team to identify and drive improvements, help resolve difficult cases and drive decisions.
  • Interact with stakeholders across the organization, including Commercial, Service Operations and the rest of Klarna.

In order to be successful in this role we believe that you will have

  • Proven track record of successfully leading a team with strong results.
  • Goal-oriented mindset.
  • Knowledge of management principles.
  • Strong business understanding and enjoy handling multiple tasks.
  • Great communication skills, making sure that your stakeholders always know what to expect and when.
  • Strong ability to take on a holistic perspective.
  • Previous leadership experience is expected
Besides all of the above, we will also offer you an awesome working environment filled with smart and ambitious colleagues. As a co-worker in Merchant Service we care for each other and work as a team in order to reach success! 

Please submit your CV and cover letter in English. We recommend you to apply as soon as possible as selection and interviews are held continuously. 

Location: Columbus, Ohio 
Language: 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.