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**Customer Service Manager**

Columbus, United States / Service Delivery / **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 4000+ employees from 100+ nationalities.

**Customer Service Manager**

Klarna makes shopping smoooth. And we do it with flair because shopping is fun. Every day, we help customers, businesses, and partners explore just how smoooth the modern shopping experience can be.

It means were constantly changing the game. Always trying out new things. And we encourage our people to do the same. To grow. To develop. Because we dont believe roles have to stay fixed. Instead, we inspire our people to take an irregular career path. As a company of 350 dynamic start-ups, our whole business is built for it. So once youre in, theres no telling what will happen next.

**About the Role:** This Customer Service Manager will provide leadership, direction, and ongoing management for the Customer Service team to provide best-in-class customer experiences. You will lead, inspire and ensure that the team achieves success in all KPIs, and develop strategies to meet our customer's needs.

We are looking for a leader and a doer, someone who can balance forward-thinking strategy while simultaneously executing at a tactical level. The ideal candidate is highly analytical and self-motivated with experience solving complex problems and maximizing the potential of their team through coaching and leadership. This person should be committed to delivering and improving teammate development and the customer experience.

As Customer Service Manager, you will grow, train and develop our team. Beyond customer support experience, we are looking for a strategic leader who will set a tone for service.

You will have a lot of contact with stakeholders internally and externally and will be reporting to the U.S. Market Lead.

Your role and responsibilities will include but not be limited to ensuring that your team is run effectively, delivering results that support the Company goals.

**Main Duties include:**

+ Monitor, report, and manage team performance.

+ Understand key performance metrics, and how to influence them.

+ Take part in the recruitment, induction, and training of team members.

+ Frequently coach and train and give feedback to the agents in your team and others in the center to effectively raise engagement, support development, and get the best out of our people

+ Actively suggest opportunities to improve processes to become more efficient and improve customer experience.

+ Serve as a positive member of the leadership team, identifying issues, contributing ideas/solutions, and supporting the team in all actions.

+ From time to time you may be required to carry out additional duties in order to support the business needs.

+ Flexibility with schedule to cover 24x7 operations

+ 10+ years of Customer Service experience, with at least 5 years managing/growing a team

+ Experience with App Chat, Phone, and Email support

+ Ability to analyze metrics for decision making

+ Experience measuring and reporting metric-based goals

+ Excellent communication written and verbal in English