Customer Trust and Experience Agent (Fully Remote - Ohio) - Business Operations

Customer Trust and Experience Agent (Fully Remote - Ohio) - Business Operations @ Klarna

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Customer Trust and Experience Agent (Fully Remote - Ohio) - Business Operations

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Job details

Business Operations / Always Human

Ohio

Consultant

Klarna, briefly

At Klarna, were building an everyday finance network, helping over 120 million consumers across 26 countries save time and money, and worry less about their finances. Working here means taking on problems most companies never get to solve, and being hands-on enough that the interesting part of the work lands with you, not someone else, youll build with AI, not watch it happen.

This is the stretch zone. Come find out what youre capable of.

About the role

Some customer cases arent simple, a payment dispute needs untangling, an account question needs real judgment, a pattern needs to be flagged before it turns into ten more tickets. That work sits with Klarnas Customer Trust & Experience team, and its what this position covers.

Youll work end to end on complex, high-friction cases across phone, chat, and email: understanding what went wrong, resetting the customers expectations, and rebuilding their trust in Klarna. Beyond the individual case, youll use Klarnas AI tools to spot the patterns behind repeat issues, and turn what you find into structured recommendations that feed back into how Klarnas products and operations work.

This is a part-time, remote position based in Ohio, with flexible scheduling rather than fixed shifts. Details on hours and pay are below, under "Things you should know before applying." Its open both to career professionals with a background in tech, operations, finance, or business, and to university students (year 2 or later) studying engineering, business, economics, law, political science, or a related field.

What youll do

• Youll manage complex, high-friction cases end to end; clarifying what happened, resetting expectations, and rebuilding the customers trust in Klarna.

• Youll handle customer conversations across phone, chat, and email, covering both technical and financial questions about their account.

• Youll reach out to customers proactively when you spot an issue, before it turns into an escalation.

• Youll use Klarnas AI tools to identify patterns across the cases you handle, and turn what you find into structured, written recommendations for Klarnas product and operations teams.

• Youll document the recurring friction points you come across and work with Klarnas success teams to help set priorities for fixing them.

Who you are

• Youve worked in tech, operations, finance, or business, or youre currently in year 2 or later of a university degree in engineering, business, economics, law, political science, or a related field.

• You have the right to work in the United States and live in Ohio, since this position cant be worked from outside the state.

• You communicate clearly under pressure and are comfortable questioning an established process when you think theres a better way to handle something.

• You look past the individual ticket; you think about why an issue happened and what would stop it from recurring.

• Youre comfortable working with AI tools day to day and curious about how they can speed up problem-solving.

• You keep track of several open cases and administrative tasks at once without letting details slip.

Things you should know before applying

• This is a part-time, variable-hour employee position; Klarna expects a minimum of around 100 hours of availability per month, and employees who work 25+ hours per week tend to perform strongest, theres no upper cap, and full-time hours are welcome.

• During onboarding the first 2-3 weeks, a minimum of 75 total hours (roughly 25 hours per week) is required to build product knowledge and confidence, after which the position moves to the flexible monthly setup above.

• Youll be paid hourly as a W-2 employee; the rate is $23-$50 per hour, varying with demand and shift timing, plus incentives.

• Health and other benefits become available once your average hours reach 30+ per week.

• This position is fully remote and open anywhere within Ohio; it cannot be worked from outside the state.

• Youll need your own laptop or desktop running Windows 11 Pro or macOS 15 or newer, a headset with a built-in microphone, and an internet connection with at least 20 Mbit/s download speed.

• Non-obvious backgrounds are welcome. Diversity of skills, perspectives, and backgrounds is how we create, innovate, and disrupt like no other.

Please include a CV in English. Concrete beats comprehensive what you built, what it did, what it cost. Curious to learn more about Klarna and what its like to work here? Explore our career site!

Klarna is proud to be an equal opportunity employer. We are committed to building a diverse workforce that reflects our global customer base and to fostering a culture where everyone belongs. We provide equal employment opportunities to all individuals regardless of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, pregnancy, parental status, or any other characteristic protected by applicable law. We encourage applications from individuals of all backgrounds and identities. We consider qualified applicants with criminal history for employment in accordance with state and local laws and "fair chance" ordinances. If you require reasonable accommodation for any part of the application or hiring process, please contact talent.acquisition@klarna.com. In accordance with applicable law, the salary range for this position is provided in the job posting. The salary offered will be determined by the candidates location, qualifications, experience, and education. The salary range posted in the job advertisement refers to the base pay. Base pay is part of a total compensation package, which may also include benefits such as life insurance and medical, once eligibility thresholds are met.

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Are you currently based in Ohio? *

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Where in Ohio are you based? *

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Are you a Klarna user? *

I have used Klarna in the last 12 months.

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This role involves direct contact with Klarna customers. Are you comfortable with regular phone-based communication? *

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Please convince us, what attracts you most to this role? *

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As this is a part time role, we understand that you may have other engagements. To ensure alignment on expectations, what percentage (%) of your total professional capacity would you be able to dedicate to this role? *

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If you were to start this engagement, how many hours per week would you typically be available to contribute? *

This is a zero-hour contract, so we are looking to understand your expected weekly availability.

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To set you up for success, the onboarding period requires a minimum commitment of 25 hours per week for the first three weeks. Can you confirm that you are able to meet this requirement? *

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AI disclaimer

This application process may use AI-enabled systems to support candidate evaluation based on factors such as experience, technical skills, and qualifications. All processing is carried out in accordance with applicable data protection, AI governance, and labour laws. Human oversight is maintained at all stages, and final hiring decisions are made by people. Personal data submitted as part of this application is not used to train AI models.

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