Service Delivery Management (various levels)

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 200,000 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 3500+ employees from 90 nationalities.

Who you are
We are looking for people who are inspired and committed to creating a high performing service delivery organisation with focus on making our customers smile! Beyond the traditional B2B and B2C service sector you could come from a diversity of leadership backgrounds, such as hospitality management, compliance operations, management consulting, recruitment, HR admin, entrepreneurship, business development or something entirely different. What’s important is that you have a desire to learn more, move beyond your comfort zone and push boundaries in order to push customer satisfaction to the next level. 
We are actively looking for people across our global presence, but primarily for our offices in Stockholm. To be a good fit for Service Delivery at Klarna, you probably cannot get rid of the analytical goggles in your day to day interactions as a customer yourself trying to understand the “behind the scenes”. You’re likely wondering what it is that truly drives customer satisfaction and productivity at work. You have likely thought long and hard about the optimal conditions for team performance and spent an unreasonable amount of time thinking about the perfect way to deliver service with both speed AND quality. 
You see problems as opportunities and take the initiative to make changes and improvements. You are passionate about your job and enjoy a fast paced international working environment. You will play an important role in taking Klarna to the next level - thus, you should desire to go above and beyond to deliver and grow as an individual. Our working language is in English, so we welcome applicants from all over the world. 
What we offer you
Service Delivery Management is all about enabling our operational teams to drive customer obsession, productivity and performance. We have a deep understanding of who our various customers are and how the organisation operates. We continually identify improvement potential and challenge our colleagues to take customer obsession to the next level. We are the voice of our internal and external customers always ready to support and jump in when the unexpected happens.
Here at Klarna, you aren’t recruited for a specific role, but rather for your competence, skill set and potential. That means you might work independently, in a team or you can be called upon from time to time for different assignments around Klarna. What we promise you is a fast pace, challenging problems, and collaboration with many brilliant colleagues. Be ready for change, be ready to learn and be ready to challenge an organisation to excel. Read more about our Leadership Principles here. 

As your career progresses, you’ll find yourself developing expertise in these areas:

  • Design and implementation of relevant structures, processes and solutions to smoothen the customer experience.
  • An understanding of the diverse customer landscape at Klarna
  • Leadership of employees or other leaders including their motivations, behaviours and what drives high performance.
  • A strong business mindset to always generate value for our customers. 
  • Analytical and data-driven decision-making and change management. 
  • Effective communication, tailoring content to the right audience, gaining influence and driving change.

You should have:

  • Relevant work experience within Customer Service / Service Operations / Service Delivery Management
  • Working proficiency and communication skills in verbal and written English.
  • Swedish work and residence permit