operations associate

customer service representative

delivery specialist

recruiting coordinator

fraud analyst

Klarna

Work was in 8-hour shifts, but in a customer-facing role at the time of my employment, many individuals often worked more than this, or were required to work on some weekends and some holidays without an option of PTO. 

Even in a Level II customer-facing role, the environment did not improve. I received a $0.15 raise to the next level (in 2019), but the work about doubled. I was then expected to take on several roles due to the company downsizing their customer-facing staff and exporting these roles to India, where the company could pay less and provide less employee compensation to these employees. There was no title change to meet all the work responsibilities for this Level II Customer Account Specialist.

Management from abroad (Sweden) would often come in and watch us work. They would also inform us that the slowest workers would be let go, and they would monitor our progress. Multiple times, friends and coworkers would be let go without two-weeks notice because they did not work as fast as the new standards for that quarter.

The company's 'culture' was fueled by competition, in-fighting, and fear. Despite having 'young, hip vibes' on their site and within their marketing campaigns, they did not promote employee perks outside of box lunches they provided during Fridays during 'fika' (pre-pandemic). Klarna did not promote equity or professional advancement for their customer-facing roles at the end of my employment (2020).

I did not find HR to be helpful nor an advocate for the individual contributor roles, including myself, and found instead, they utilized the same tactics as other management at the company. 

For this reason, I would not recommend anyone work here if culture fit, professional development, company ethos, and livable wages are within your non-negotiables. 

Klarna is a fast growing and fast moving company. Sometimes that means you have the freedom to actually solve interesting challenges, other times it feels like disorganized chaos. It hasn't happened recently, but there have been sudden layoffs for entire teams. The pay in certain domains (customer service, for example) leaves a lot to be desired but the benefits are far and away the BEST I've ever had (4 weeks starting pto plus an additional week of pro earned every year up to 7 weeks, 20 weeks FULLY paid parental leave, fully paid parking, monthly wellness reimbursement, random little gifts, etc.) Depending on your role, you may work on an international team and get to travel to Stockholm or another international location (after the pandemic of course). The promotion system is transparent and applied equally, but not the easiest to approach. If you're looking to challenge yourself to develop your skills and get VERY good at what you do, look no further. Just don't expect much more pay once you've advanced those skills.

Oh, and a tip for the pre-employment logic test: Practice ahead of time! If you don't pass and it tells you to wait a year before reapplying... just practice some more and re-submit your application under a new email address ;)

Aside from a handful of really caring team leads and coworkers, the company really just viewed their customer service team as expendable and replaceable, proven by how frequently higher-ups would brag about the at-the-time incoming wave of AI tools that would replace the customer service team, often on all-hands calls with the affected teams in attendance.

They pretend to be cool and fun and laid back, but at the end of the day, Klarna is a bank and doesn't care about it's bottom-rung employees.

I was pushed out only a couple months after taking a mental health leave due to burnout, and while they legally could not fire me, they openly made my job unbearable, pushing me back towards a mental health crisis. I left before they could push me to my breaking point this time, and I'm sure that was their goal. I attempted to get accommodations for my mental health which they would not respect or even try to understand.

We were expected to work the most difficult cases and average only 15 minutes per ticket per day to hit quota, with the expectation that the case would be ready to be closed, when often times we could not even do the research needed to understand the case in that time.

Love the innovative work that Klarna is attempting.. However, the company truly needs to rethink itself from an organizational structure POV. 

Leadership is arrogant, low to mid-level talent don't have adequate management support for real career advancement, and the actual work-life balance touted to employees in recruiting isn't echoed in real life.

The organization overpays top talent and hopes the financial upside will outweigh the basic requirements for growth and job efficiency. I know at least 10 employees crying their way towards the 12 month mark so they can vest (RSUs) and be on their way.

There's also a scary disconnect between US leadership and decision makers abroad, creating a lot of non-stability and uncertainty for American employees. It's very unfortunate because the organization has a lot of potential. 

My tips: In your interviews, get a clear understanding of role, structure of your team, and your direct manager. Stability in these, especially your direct management, will be your lifeline. Also, evaluate any net positive from Klarna, in the form of a compensation package, as a life tax towards the impending burnout/disorganization. Don't make decisions on accepting offers from a pure financial POV.

Best of luck!

Klarna’s work environment has been deeply disappointing. The HR department appears to be completely inactive or ineffective regarding numerous cases brought against certain managers. The company culture is toxic to the core, with a complete lack of structure or planning. Priorities shift almost daily, creating a chaotic work environment. Sadly, local management shows no interest in improving employee engagement or office morale rather focuses only on abusing travel expense budget. This negligence has fostered an atmosphere where job satisfaction is exceptionally low, and everyone is looking at exit opportunities. Potential employees, consider yourselves warned.

Advice to Management: Start taking employee grievances seriously and work towards a structured, stable, and positive work culture, even if it means removing certain leads from the organization. Without these changes, you risk losing not only your current employees but also the ability to attract top talent.

Worked at this company for 2 1/2 years. At first it was a really good company to work for as far as getting the coachings and leadership assistance needed to grow and develop. A lot of this changed last year when massive layoffs happened within the company as well as major changes in leadership as a result. The company has not been the same since. Now the focus is on the numbers you produce more than ever. Some days you don’t even feel like you’re recognized as a human being and it can feel like no one cares whether you live or die, as long as your productivity improves. There is no strategy anymore to help you reach your goals and less opportunity for growth. Would not recommend this company if you are career driven and actually want to go places within the company.

A typical day at Klarna is working email and chat tickets to find a resolution for the customer. Klarna is transparent and big on meetings. The All Hands meetings are wonderful /informative and biweekly. Benefits are amazing and they even offer well-being reimbursement. Advancing in the company can be done as there is ample opportunity for growth.

I've been working customer service for almost 20 years and call center for almost 15 years and Klarna hits all the marks. It's a career not a job

What is the best part of working at the company?
Nothing ! From the moment I started i survived 5 lay offs just to me signed over to a new contracting company for them to lay us off as well not even within a year! We were there 6 months

What is the most stressful part about working at the company?
The constant lay offs and pressure off the job 

What is the work environment and culture like at the company?
Laid back however you will be micro managed by some and constantly lied to and manipulated 

What is a typical day like for you at the company?
Ignoring drama and barely getting by / simply doing what I was hired for and closing my laptop when it’s time to go

Worked through a temp agency. Each day started with a stand up, for your team lead to go over what was happening and updating us on any questions we had. With as busy and fast paced they are growing, a lot was expected of each employee and manager. Had to reach about 40 tickets per day to meet their quota, and it was pretty feasible to do. Hard to get some answers from internal teams that aren't based in your region. Overall, pretty neat place to work.

Job seems pretty manageable. No ridiculous stats that you have to hit. The department I work in we do remote work. At this job you are constantly learning so it may feel like more then a handful at first but you get use to it. I think we are compensated well for the amount work is done. Also pretty easy to communicate with leads and other associates even though we work from home. All in all very good place to work.

Top Job Titles	Average Salary
Operations associate 3 salaries reported	$20.93 per hour
Customer service representative 3 salaries reported	$18.83 per hour
Delivery specialist 3 salaries reported	$19.50 per hour
Recruiting coordinator 3 salaries reported	$53,333 per year
Fraud analyst 3 salaries reported	$17.67 per hour

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