Sr Customer Operations Specialist - Banking Products (German) (m/w/d)

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.

About the role

We are supporting Klarna’s hyper-growth by enabling our organization and operations to move with the highest speed and quality. We are Klarna’s operational experts, driving efficiency and customer experience across our organization (e.g., Service, Payments, Disputes, Merchant Support, Underwriting/Onboarding). Our 8 Leadership Principles guide our growth at Klarna, they are the constant in an ever-changing landscape

Within Operations, the Customer Operations Specialist, Banking will be responsible for shaping the successful future of Klarna’s approach to revolutionise banking products and services. You would build strong interpersonal connections, put yourself into our customers’ shoes, and collaborate with stakeholders across organizational boundaries to implement solutions that drive lasting business value and high impact across Klarna’s banking products.

What you'll do

  • Provide direct support for Klarna’s banking consumers through various channels
  • Take ownership of managing customer accounts & tasks related to compliance and legal
  • Be the subject matter expert for banking products, processes and ecosystem
  • Identify gaps, report updates by working directly with banking operations and product teams
  • Work on initiatives to improve Klarna’s overall service and rollout of new products
  • Help set standards for service quality and efficiency of processes for new products

What you'll need

  • Bachelor’s degree, banking vocational training or equivalent experience
  • Minimum of 1-year work experience in Service, preferably within the Banking/FinTech industry
  • Excellent verbal and written communication skills in English and German
  • Service and customer obsession mindset
  • Strong project/program management skills
  • Ability to thrive in a fast-paced and evolving environment 
  • Data-driven mindset, strong analytical and problem-solving ability
  • Strong stakeholder management skills and ability to perform under pressure 
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.