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**Customer Service Manager**
Columbus, United States / Service Delivery / **About Klarna**
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.
**Customer Service Manager**
Klarna makes shopping smoooth. And we do it with flair because shopping is fun. Every day, we help customers, businesses, and partners explore just how smoooth the modern shopping experience can be.
It means were constantly changing the game. Always trying out new things. And we encourage our people to do the same. To grow. To develop. Because we dont believe roles have to stay fixed. Instead, we inspire our people to take an irregular career path. As a company of 350 dynamic start-ups, our whole business is built for it. So once youre in, theres no telling what will happen next.
**About the Role:** This Customer Service Manager will provide leadership, direction, and ongoing management for the Customer Service team to provide best-in-class customer experiences. You will lead, inspire and ensure that the team achieves success in all KPIs, and develop strategies to meet our customer's needs.
We are looking for a leader and a doer, someone who can balance forward-thinking strategy while simultaneously executing at a tactical level. The ideal candidate is highly analytical and self-motivated with experience solving complex problems and maximizing the potential of their team through coaching and leadership. This person should be committed to delivering and improving teammate development and the customer experience.
As Customer Service Manager, you will grow, train and develop our team. Beyond customer support experience, we are looking for a strategic leader who will set a tone for service.
You will have a lot of contact with stakeholders internally and externally and will be reporting to the U.S. Market Lead.
Your role and responsibilities will include but not be limited to ensuring that your team is run effectively, delivering results that support the Company goals.
**Main Duties include:**
Monitor, report, and manage team performance.
Understand key performance metrics, and how to influence them.
Take part in the recruitment, induction, and training of team members.
Frequently coach and train and give feedback to the agents in your team and others in the center to effectively raise engagement, support development, and get the best out of our people
Actively suggest opportunities to improve processes to become more efficient and improve customer experience.
Serve as a positive member of the leadership team, identifying issues, contributing ideas/solutions, and supporting the team in all actions.
From time to time you may be required to carry out additional duties in order to support the business needs.
Flexibility with schedule to cover 24x7 operations
10 years of Customer Service experience, with at least 5 years managing/growing a team
Experience with App Chat, Phone, and Email support
Ability to analyze metrics for decision making
Experience measuring and reporting metric-based goals
Excellent communication written and verbal in English
Full Time
$76k-98k (estimate)
04/19/2024
05/07/2024
klarna.com
COLUMBUS, OH
25 - 50
2005
BRIAN BILLINGSLEY
$10M - $50M
We make shopping smoooth with the aim to become the worlds favorite way to shop. Klarna was founded in Stockholm, Sweden and is Europes highest valued private fintech company and the second highest worldwide. We offer products and services to consumers and retailers within payments, social shopping, and personal finances. Today, we have 3 500 employees from more than 100 nationalities who all work for the same mission: to reshape shopping, by elevating the entire shopping experience for avid shoppers. If you're as excited about this as we are: join us! Its a hell of a ride. Were valued at ove...r $31bn and we're growing by more than 40% a year. We process more than two million transactions a day. We work with more than 250,000 merchants. We have 17 core markets. We have offices in Stockholm, London, New York and Berlin and many more.
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The following is the career advancement route for Customer Service Manager positions, which can be used as a reference in future career path planning. As a Customer Service Manager, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Service Manager. You can explore the career advancement for a Customer Service Manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Service Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Service Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Service Manager job description and responsibilities
As a Customer Service Manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.
02/02/2022: San Antonio, TX
They develop and implement standards effective in sustaining the relationship between an organization and its clients.
02/12/2022: Monterey, CA
Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
01/27/2022: Muskegon, MI
Customer service managers oversee teams of customer service representatives.
04/16/2022: Clarksville, TN
Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards.
02/10/2022: Youngstown, OH
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Service Manager jobs
They need to know how to attain key metrics such as service levels and use tools such as workforce management to manage productivity.
02/11/2022: Austin, TX
Customer service managers generally need a bachelor’s degree.
04/15/2022: Manchester, NH
Although certifications are not essential for this position, many customer service managers pursue optional credentials.
03/15/2022: Huntsville, AL
They should know how to set customer service goals, use CRM tools and build teams.
03/13/2022: Kennewick, WA
Customer service managers with good listening skills can easily pay attention to the customer to understand what they are actually saying.
04/16/2022: Detroit, MI
Step 3: View the best colleges and universities for Customer Service Manager.