Service Delivery Lead - Disputes/Returns Operations

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 strives to become the world’s favorite way to buy, and you can contribute to reaching this goal! We are looking to hire great people, who are passionate about using their talents to generate long-lasting customer success. We are currently looking for a Service Delivery Lead to join the Disputes/Returns Core team and play a key role in our mission to provide an excellent dispute experience to both our consumers and partnered stores. 

For the Disputes/Returns teams, the main priority is ensuring consumers and merchants are offered the best dispute experience every step of the way. From self service in the Klarna App and clear consumer communication, to top notch internal processes and merchant tooling throughout all Klarna markets - we never lose our vision out of sight.

As a Service Delivery Lead you are at the heart of our mission, always solving challenges that customers are facing by enabling them to self service with the help of our Klarna app features and ensuring our operational teams have crisp processes to handle all dispute scenarios.. One of the main reasons why our team is able to provide excellent customer service experience is because of the close collaboration with Engineering, Product, Design, Analytics and other Support teams. 

What you will be doing:

  • Work closely with our AL, engineers and relevant stakeholders, such as Commercial teams and Customer Service, to improve, design and review the customer experience.
  • Proactively look for opportunities to improve the dispute processes both for our customers and internal teams such as consumer operations.
  • Work in different systems and with different tools (JIRA, Qliksense, Freshchat, Amplitude).
  • Support the rollout of new features by collaborating with key users for consumer operations and by communicating changes timely and clearly to all of our stakeholders.
  • Identify and understand customer pain points and gather consumer knowledge to build a more smoooth customer experience that at the same time boosts scalability within the organization.
  • Dig into the data to discover opportunities, trends and suggest optimisations, either for our products as well as for individual partnered merchants.
  • Analyze and monitor KPIs and metrics to understand the business implications of product and process changes.
  • Work in an agile environment where you elevate your delivery with pairing, independent work, workshops, discussions, demos, groomings, retros, stand ups and much more 

You should get in touch with us if you:

  • Have an understanding of the importance of remarkable customer service
  • Are a solution oriented and creative person with an interest in customer service experience
  • Always put great emphasis on quality, details and enjoy a structured way of working
  • Are used to communicating with people cross-functionally
  • Are a customer-facing communication expert
  • You take a data-driven approach to your work to identify improvement areas
  • Have a strong understanding of Klarna's customers, products, markets and especially dispute processes and enjoy handling multiple tasks
  • Are excited to also learn new skills outside of the Service Delivery competence and are not afraid to learn new systems and processes 

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

  • Good abilities for working on several initiatives simultaneously and proactively drive smaller deliveries forward.
  • Strong analytical abilities to suggest improvements and drive customer satisfaction.
  • Strong communication skills that enables you to successfully communicate changes and improvements to others.
  • A strong drive and enjoy working in a high paced environment.
Interested? Great! Apply as soon as possible as we speak with suitable candidates continuously. Questions or want to know more? Don’t hesitate to contact Susanne David.

We offer you an international working environment filled with ambitious colleagues. You can make a difference, and you will be a player in a team that has a strong impact on Klarna’s customer success

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.