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 4000+ employees from 100+ nationalities.

About the role

As an agent working with Klarna’s banking products, you will be responsible for shaping the successful future of Klarna's approach to revolutionise banking products and services. You will be supporting our customers with their queries and ensure that all quality aspects are met. In addition to identifying and resolving problems, you will be working closely with the Consumer Banking department and Product teams to further improve our offering. 

What you'll do

  • Direct support for Klarna banking consumers via chat, email and phone (inbound & outbound)
  • Help set standards for service quality and efficiency of support processes for a new product
  • Identify gaps and report updates by working directly with banking operations and product teams
  • Create and shape the approach to customer service as part of the dedicated support team for banking products
  • Take ownership of managing customer accounts and tasks related to compliance and legal
  • Learn about the banking ecosystem and gain deep product knowledge about banking products and processes

What you'll need

  • Prior experience with banking products 
  • Knowledge of banking products and the German market
  • Ability to work and adapt in a fast-changing environment 
  • Negotiation and conflict resolution skills
  • Working proficiency and communication skills in verbal and written English
  • Fluency in the German language
  • Problem-solving skills and ability to see problems with a holistic approach
  • Be detail-oriented and be customer-obsessed and challenge the status quo
  • Have autonomy and flexibility to manage your daily tasks and impact your own development
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.