Customer Trust and Experience Agent (Fully Remote - Ohio) - Business Operations

**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