Content Writer, Consumer Operations - Berlin, Deutschland - Klarna

Klarna

Geprüftes Unternehmen

Berlin, Deutschland

vor 3 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

On our path to becoming the world's favorite way to shop, we're assembling an unparalleled global talent network, accelerating individual careers, and disrupting entire industries.

We are on a mission to liberate humanity from all the meaningless time spent managing their purchases and finances, so they can do more of what they love.

We're in search of global talent eager to embrace our atmosphere and defy their own expectations.

The Content Management team within the Customer Service department at Klarna is looking for a talented

Content Writer [German-speaking]. You will play an important role in empowering our support agents to deliver the best-in-class service to our customers. You will be responsible for the content in the knowledge base as well as creating excellent customer-facing messages to drive global standardization, consistency and ultimately leading to a higher contact resolution.

We are looking for someone who is hands on and can hit the ground running. You have experience of customer support operations, and preferably a first-hand understanding of the agent's experience. You are comfortable with agile ways of working, and testing something that is only 90% finished.

Your responsibilities:

Create a global standard for agentfacing content in the knowledge base (work instructions, process flows & selflearning material)
Identify opportunities for copy improvements in the existing knowledge base to drive customer experience
Review and establish global standards for customerfacing canned responses
Collaborate with operational teams to streamline content operations globally
Contribute to discussions on the standard process for new content creation, prioritization framework
Identify tooling improvement opportunities and collaborate with crossfunctional teams to operationalise the tooling improvements

You have:

At least 2+ years of experience in content writing and/or content operations at scale
Experience in Customer support operations
Passion for content writing, understanding of brand voice and how it's reflected in the customer service content
Ability to create simple and digestible content from complex processes
Ability to proactively prioritize, manage and complete multiple projects within time constraints and with strong attention to detail
Agile project management experience is a plus
An advanced German speaker with professional English language skills, who is comfortable translating content from English to German

What we offer:

Diversity & Community

With our diversity of skills, perspectives and backgrounds, we can create, innovate, and disrupt like no other. Diversity is part of who we are, and essential to our success.

Ownership & Impact

Here, every voice matters. We're organized into hundreds of small teams, each run like a startup, focused on their own problemspace.

Trust & Collaboration

Successes and failures are won together at Klarna in a melting pot of teams. Win, lose, and learn, we're on this path together.

If you love what you do, you should love where you do it. We appreciate that everyone's different and has their own preferences of where and how to work.

We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely.

This means that combining both is the key to success.

At Klarna, You can choose between working from the office, remotely within your employment country, or even outside of it for up to 20 working days per year.

Flex it up

Challenges & Rewards