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

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.

Responsibilities

• 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.

Requirements / Qualifications

• 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.

Pay

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. The salary range posted refers to base pay, which is part of a total compensation package that may include benefits such as life insurance and medical once eligibility thresholds are met.

Schedule

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 is 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 role moves to the flexible monthly setup described above. The position is fully remote and open anywhere within Ohio; it cannot be worked from outside the state.

Benefits

Health and other benefits become available once your average hours reach 30+ per week.