Team Lead, Customer Operations

About the job.
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 Team 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.


About your responsibilities.
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 training/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

About 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 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 in your application.