Customer Trust and Experience Consultant

Description du poste:

About Us
With over 85 million global active users and 2,5 million transactions per day, Klarna is on the way to becoming the world's favorite way to shop. To help us get there, we're assembling an unparalleled global talent team - accelerating individual careers, and disrupting entire industries. We're looking for people ready to achieve the extraordinary and embrace our bold ambitions as we shape the future of payments and fintech. Will you join us?

Your Role
Are you a Klarna user? Do you thrive on solving complex problems, shaping customer experiences, and driving real change? Join Klarna's specialised Customer Trust & Experience team - where your insights don't just help customers, they shape the future of our products and services. You are responsible for maintaining customer trust, handling technical and financial questions, and identifying areas for operational improvements. You work with Klarna's success teams and identify opportunities to improve and set priorities.

What You Will Do

* Be the voice of Klarna, handling technical and financial queries with precision and care. Deliver exceptional customer experiences across phone, chat, and email.
* Identify trends and proactively feedback insights to improve our products and operations.
* Work cross-functionally with Klarna's success teams to enhance customer experience and drive strategic improvements.
* Influence how we build trust, solve problems, and continuously elevate Klarna's service.
* Work with Klarna's leading AI tools and help refine them for an outstanding customer experience.
What We Offer
* 100% Flexibility: Choose your working hours and location from anywhere in Sweden.
* Competitive Compensation: Earn 400-1000 SEK per hour with additional bonus incentives that boost your overall pay.
* Empowerment and Impact: You have full autonomy to take ownership of your work and shape processes that make a real difference. Your ideas and contributions will drive meaningful change.
Who You Are
* Experienced customer service professional with a proven track-record of excellence or career professional with a background in operations, finance, business etc who is looking for a flexible opportunity or senior level student (year 2+ in uni) currently pursuing a degree in business, economics, law, political science or similar.
* Native Swedish speaker with business English proficiency.
* Natural communicator with the innate ability to make complex ideas accessible to everyone.
* Problem solver, ready to confidently challenge the status quo and feedback Klarna's routines and products.
* Customer obsessed advocate who will go the extra mile for every single consumer.
* Klarna user who likes our bold ideas, big ambitions, and ready to help reshape the future of fintech.
* A tech and AI curious individual.
Hardware and Network Requirements
As this is a freelance role, you will need to provide your own work setup, including the following essential tools:
* A Windows laptop or desktop, less than 5 years old, with Windows 11 installed.
* A headset with a microphone.
* A minimum internet speed of 20 Mbit/s, with a reliable and stable connection to support video calls and collaboration tools.
Please include a CV in English