Columbus, United States
Klarna’s mission is to free people from all the meaningless time spent managing money and purchases, so they can do more of what they love. Every day at Klarna we help consumers, merchants, and partners to explore just how smoooth the modern purchase experience can be. Our position at the crossroads of payments, consumer financing, ecommerce and banking means we are uniquely positioned to do this. There is no label for what we do.
Klarna was born in Stockholm in 2005 and today has 2500 employees working across Europe and the US. We currently serve 60 million consumers, work together with 130,000 merchants and process more than a million payment transactions a day. We're growing at 40% every year and our investors include Visa, Atomico, Sequoia Capital, Permira and Bestseller group/ Anders Holch Povlsen. We have strong partnerships with some of the world’s leading brands, such as ASOS, IKEA, Adidas, Zara, Lufthansa and Spotify.
How do you describe the functionality of the Klarna card in a way that our customer service agents can explain it to our customers? How do you train 1500 agents in more than 14 offices around Europe and the US, making sure they have all the knowledge and soft skills they need to support Klarna’s customers? Which new training methods should we try so our learning & development ecosystem becomes more flexible and at the same time lives up to our high quality standards?
Curious about finding answers to these questions together with a motivated bunch of trainers within Klarna’s Service Center? Then this position as a Training Specialist for Service Center might be a perfect match. Together, you and the training team will be responsible for the training and development of our Service Center agents, providing them with the best training resources possible to deliver remarkable customer service.
In this role, you will be responsible for the entire training lifecycle, starting with needs analysis and ending with continuous improvement of our trainings based on relevant feedback. We have a variety of training resources with e-learnings and classroom trainings being central methods in our work. Also, you will be responsible for the training at one or several of our outsourcing partner sites by supporting the local trainers in their work and making sure they are delivering results. Your focus for this role will be on supporting your US colleagues located in Columbus, Ohio as well as your trainers working for our service partners towards the US market. Things move quickly at Klarna Service Center - that’s why we work in sprints and agile methods of working will be an integral part of your work. You will be reporting to Franziska Müller, Team Manager for Klarna Service Center Training Team located in Stockholm.
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 presentations or creating engaging e-learnings. 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 you are motivated 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 and you are confident about what you are working towards.
You will need to have an understanding of the importance of remarkable customer service as well as a passion for training and developing people with the aim of becoming better customer service agents. We want you to be a true team player and a role model for our team values. 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.
If you have experience from working within customer service and have an understanding of routines and processes, 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 e-learning creation software (such as Adobe Captivate) and Learning Management Systems, this is an asset. Also, speaking several languages relevant to our target markets (especially Spanish) comes in handy. If you have experience from working towards the US market, this is a plus as well as having experience from working in an international team.
We know that diverse teams are strong teams, and welcome those with alternative identities, backgrounds, and experiences. Our team includes women, men, mothers, fathers, the self-taught, the college-educated, and people from all over the world.
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, such as for example a tailored train-the-trainer programme and workshops in the systems that we use. We also organize a yearly training conference where we share knowledge and experience.
Type of employment Permanent and temporary (several positions available).
Location Columbus, Ohio, USA