Lead, Customer Operations [German speaking] (M/F/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.

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 Lead, Customer Operations will be responsible for ensuring performance in line with strategy and delivering lean, excellent services with high quality and efficiency. As a leader, you will be developing and inspiring a team of specialists, empathizing with the problems that our users face every day, and implementing solutions that strengthen trust of the brand. Your role and responsibilities will include but not be limited to ensuring that the team is run effectively, delivering results that support Klarna’s growth. 

What you'll do:

  • Manage your market and meet or exceed key performance indicators
  • Recruit, manage and inspire a team of specialists and be passionate about their career development 
  • Ensure continuous development of the team, share best practices, organize trainings/workshops
  • Serve as a member of the leadership team, identify issues, contribute ideas/solutions, and support the team in all actions
  • Drive and support global initiatives to improve Klarna’s overall Operational Excellence and Customer Service
  • Work closely with internal and external stakeholders to address business needs

What you'll need:

  • Bachelor’s degree in Business Administration/similar field or equivalent experience
  • Minimum 4 years of work experience in a fast-paced Customer Service/Operations environment, preferably within Banking/FinTech industry
  • Minimum 2 years of experience in building, mentoring and inspiring a high performing professional team
  • Excellent verbal and written communication skills in German and English
  • 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.