Customer Trust and Experience Consultant (Fully Remote - Sweden)

Customer Trust and Experience Consultant (Fully Remote - Sweden)

Job details

Business Operations

Consultant

About Us

With over 111 million global active users and 2,9 million transactions per day, Klarna is on the way to becoming the world’s favorite way to shop. To help us get there, we’re assembling an unparalleled global talent team - accelerating individual careers and disrupting entire industries. We’re looking for people ready to achieve the extraordinary and embrace our bold ambitions as we shape the future of payments and fintech.

At Klarna, every interaction matters. We believe clear and confident communication is at the heart of building trust with our millions of users worldwide.

Your Role

This isn't just a customer-facing role. Alongside delivering exceptional experiences, you'll be expected to think critically and work with AI tools to generate structured recommendations that help Klarna continuously improve.

Whether you’re based in a vibrant city or a peaceful rural area, this opportunity is open to you anywhere in Sweden. Are you a Klarna user? Do you thrive on solving complex problems, shaping customer experiences, driving real change and passionate about interactions with customers?

Join Klarna’s specialized Customer Trust & Experience team - where your insights don’t just help customers, they shape the future of our products and services. You are responsible for maintaining customer trust, handling technical/financial questions, work with Klarna’s success teams, identify opportunities to improve and set priorities.

What You Will Do

• Be the voice of Klarna.
• Manage complex, high-friction cases end-to-end by clarifying situations, setting expectations and rebuilding trust.
• Deliver exceptional customer experiences across phone, chat and email.
• Proactively contact customers when issues are detected and take ownership before they escalated.
• Use Klarna’s leading AI tools to identify patterns, surface issues and produce structured improvement suggestions that drive real change across products and operations. Go beyond resolving cases, think critically, document recurring friction points and use AI assistants to turn your frontline experience into clear, actionable recommendations for the business.
• Influence how we build trust, solve problems and continuously elevate Klarna’s service.
• Work with Klarna’s leading AI tools and help refine them to enhance customer trust.

What We Offer

• 100% Flexibility: Choose your working hours and location from anywhere in Sweden.
• Competitive Compensation: Earn from 400 SEK per hour (excl. VAT), with a bonus incentive program in the works that could significantly boost your overall earnings.
• Empowerment and Impact: You have full autonomy to take ownership of your work and shape processes that make a real difference. Your ideas and contributions will drive meaningful change.

While this is a flexible, freelance opportunity, we generally expect a minimum availability of around 100 hours per month to ensure continuity and impact. For best results, we’ve found that consultants who dedicate at least 25 hours per week tend to perform strongest and there’s no upper cap, so taking on more (even full-time) is always welcome.

*During the first 2–3 weeks, onboarding requires a minimum of 60 total hours (~20 hours per week) to build product knowledge, confidence, and independence. After this period, the role transitions into the flexible monthly setup described above.

Who You Are

A career professional with a background in tech, operations, finance or business who is looking for a flexible opportunity. Or, you are a senior level student (year 2+ in uni) currently pursuing a degree in engineering, business, economics, law, political science or similar.

Comfortable working in business English, with the ability to communicate clearly and professionally in a work setting.

• Swedish
• Danish
• Dutch
• French
• Finnish
• German
• Spanish
• Polish
• Portuguese
• English (United Kingdom, Ireland, North America, ANZ, Canada)

The right to work in the European Union and located in Sweden.

This is a freelance consultant role. You must be registered for F-skatt (Swedish tax status for self-employed) or be willing to obtain it in order to engage in this opportunity.

• Confident problem-solver with strong communication skills, ready to challenge the status quo and improve Klarna’s products and routines.
• Customer obsessed advocate who will go the extra mile for every single consumer.
• A Klarna user who likes our bold ideas, big ambitions and is ready to help reshape the future of fintech.
• Tech-savvy and interested in how AI can make problem-solving faster and smarter.
• Organized and detail-oriented, with strong administrative skills to manage tasks efficiently and keep processes running smoothly.

Hardware and Network Requirements

As this is a freelance role, you will need to provide your own work setup, including the following essential tools:

• A laptop or desktop (Windows 11 Pro or macOS 15 or newer) capable of running the latest version of Google Chrome. For security reasons, this device should only be used by you. If you will use Windows, a Windows Pro version is a requirement.
• A reliable headset with a built-in microphone for clear communication.
• A stable and fast internet connection with at least 20 Mbit/s download speed, to support video calls and online collaboration without interruptions.