Customer Trust and Experience Consultant

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

No matter where in Sweden you live, from busy cities to the quiet countryside, this opportunity is open to you

Are you a Klarna user? Do you thrive on solving complex problems, shaping customer experiences, driving real change, and are you passionate about interactions with customers?

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 SEK per hour with additional bonus incentives that may boost your overall pay up to 1000 SEK per hour.
• 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

• A career professional with a background in operations, finance, business, etc., who is looking for a flexible opportunity or a senior-level student (year 2+ in uni) currently pursuing a degree in business, economics, law, political science, or similar.
• Experienced customer service professional with a proven track record of excellence is a great plus.
• Native Swedish speaker with business English proficiency.
• Based in Sweden with the right to work in the European Union.
• This is a freelance consultant role. You must be registered for F-skatt (Swedish tax status for self-employed) or be willing to obtain it in order to engage in this opportunity.
• Natural communicator with the innate ability to make complex ideas accessible to everyone.
• Problem solver, ready to confidently challenge the status quo and provide feedback on 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 is 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.