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
Social media and community management from a Customer Service perspective is a broad problem space that Klarna wants to invest and push further during 2022. As of now, it spans from operational support in customer service queries in social media channels, It continues with various delighters when opportunities arise (i.e. customer jokes about Klarna in Twitter and Klarna engages to delight and create further engagement) all the way to opportunities that are not currently covered from our offering such as community management in a dedicated Klarna community forum, customer service support in new channels where consumers are already talking about us (e.g. Tik Tok).
As the leader of this global and high visibility problem space, you will be responsible for ensuring that our offering is standardised from a quality, training, process standpoint across our markets.
You will be responsible for our Customer Service as well as marketing agency suppliers in order to ensure that our offering is continuously being improved according to our KPIs (consumer preference, contact resolution, complaints, SLAs etc).
You will be working very closely with our marketing organisation in order to ensure alignment across various initiatives and marketing campaigns.
You will have the autonomy to set the vision, what success looks like and your roadmap for this problem space and you will then be able to work together with the product/engineering teams and/or 3rd party suppliers to realise those.
This role will be part of the Consumer operations organisation within the Customer Service domain and will report directly to the Director of that function.