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

Location: Fully remote within Ohio; cannot be worked from outside the state. Candidates must have the right to work in the United States.

Salary: $23–$50 per hour, varying with demand and shift timing, plus incentives.

Company

Klarna builds an everyday finance network serving over 120 million consumers across 26 countries.

What you will do

• Manage complex, high-friction customer cases from initial investigation through resolution.
• Handle technical and financial account questions across phone, chat, and email.
• Proactively contact customers when issues are identified before they escalate.
• Use Klarna’s AI tools to identify patterns across customer cases.
• Write structured recommendations for product and operations teams and document recurring friction points.
• Work with success teams to help prioritize improvements.

Requirements

• Professional background in technology, operations, finance, or business, or current enrollment from year two onward in an engineering, business, economics, law, political science, or related university program.
• Must live in Ohio and have the right to work in the United States.
• Clear communication under pressure and confidence questioning established processes.
• Ability to manage multiple open cases and administrative tasks while maintaining attention to detail.
• Comfort working with AI tools and analyzing the causes of recurring issues.
• Own a Windows 11 Pro or macOS 15 or newer computer, a headset with a built-in microphone, and an internet connection with at least 20 Mbit/s download speed.

Culture & Benefits

• Part-time, variable-hour W-2 employee position with flexible scheduling rather than fixed shifts.
• Minimum availability of approximately 100 hours per month; full-time hours are welcome with no upper cap.
• Onboarding requires at least 75 total hours during the first 2–3 weeks, roughly 25 hours per week.
• Health and other benefits become available after averaging 30 or more hours per week.
• Non-obvious backgrounds and diverse perspectives are welcomed.

Hiring process

• Submit a CV in English.