Training Specialist (w/m/d)
Berlin, Germany /
Service Delivery /
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.
How do you describe Klarna’s shopping feature in a way that our customer service heroes can explain it to our customers? Which innovative training activities do you apply to train more than 3000 customer service heroes in over 16 offices around Europe, the US and Australia to enable them to make customers smile? How do you collaborate closely with internal and external stakeholders to ensure we address knowledge gaps proactively and effectively?
Curious about finding answers to these questions together with a motivated bunch of trainers in Klarna’s Customer Service Domain? Then this position as a Training Specialist might be a perfect match. Together, you and the Training Team will be responsible for the training and development of our customer service workforce, providing them with the best training resources possible to deliver remarkable customer service.
This is what others say about us
“This team is such an inspiring bunch of people! Not only that they are super dedicated to their job, they also engage and motivate people around them every day. They bring ideas into action and they do it quickly. You go team!!!" (a stakeholder description of the team in the past).
In this role, you will be responsible for the entire training lifecycle, starting with needs analysis and ending with continuous improvement of our training based on relevant feedback. We have a variety of training resources with e-learnings and classroom training being central methods in our work. Also, you will be supporting the trainers at the local outsourcing partners in their work and making sure they are delivering results. Things move quickly at Klarna - that’s why agile methods of working will be an integral part of your work. This position can be adjusted to a more junior or senior role based on the applicants profile.
As a person you don’t mind if things change quickly and you are able to adapt fast. You are confident in creating a great learning experience, be it by holding appealing workshops, creating engaging e-learnings or trying out new learning methods. You are able to grasp new things quickly and explain them to others in a pedagogical way. You will work with several internal and external stakeholders and are able to develop a consultative approach towards colleagues in the training creation process. You are able to explain how your work as a trainer improves customer satisfaction.
You will need to have an understanding of the importance of remarkable customer service as well as a passion for training and developing people. We want you to be a true team player and a role model for our team values while at the same time feeling confident in working individually. In addition, you need to have a very good knowledge of English, both verbally and in writing. Also, we expect you to be able and willing to travel internationally on a regular basis (when that’s applicable again).
If you have experience from working within customer service, this is a clear advantage. It is also a merit if you have been working with training or related areas such as adult education, teaching or learning & development. If you have experience from working with an e-learning creation software (such as Adobe Captivate), video editing programs and Learning Management Systems, this is an asset. Also, speaking several languages relevant to our target markets (especially French and Spanish) comes in handy.
What you can expect from us
We believe that successful trainers act as role models by constantly developing their learning & development skills. We will provide you with a range of individual development activities, such as a tailored train-the-trainer program and support to develop skills in your own areas of interest by joining seminars and workshops. We also organize a yearly training conference where we share knowledge and experience.
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 with your application.