Customer Trust and Experience Agent (Fully Remote - Ohio) - Business Operations Ohio Consultant
Klarna · Remote · $23–$50/hr (stated in the posting)
Klarna, briefly
At Klarna, we're 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, you'll build with AI, not watch it happen.
This is the stretch zone. Come find out what you're capable of.
About the role
Some customer cases aren't 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 Klarna's Customer Trust & Experience team, and it's what this position covers.
You'll work end to end on complex, high-friction cases across phone, chat, and email: understanding what went wrong, resetting the customer's expectations, and rebuilding their trust in Klarna. Beyond the individual case, you'll use Klarna's AI tools to spot the patterns behind repeat issues, and turn what you find into structured recommendations that feed back into how Klarna's 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." It's 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 you'll do
You'll manage complex, high-friction cases end to end; clarifying what happened, resetting expectations, and rebuilding the customer's trust in Klarna.
You'll handle customer conversations across phone, chat, and email, covering both technical and financial questions about their account.
You'll reach out to customers proactively when you spot an issue, before it turns into an escalation.
You'll use Klarna's AI tools to identify patterns across the cases you handle, and turn what you find into structured, written recommendations for Klarna's product and operations teams.
You'll document the recurring friction points you come across and work with Klarna's success teams to help set priorities for fixing them.
Who you are
You've worked in tech, operations, finance, or business, or you're 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 can't be worked from outside the state.
You communicate clearly under pressure and are comfortable questioning an established process when you think there's 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.
You're 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, there's 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.
You'll 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.
You'll 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 it's 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 candidate's 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.