SeniorFull TimeEN
Do you thrive on tackling complex challenges? Are you passionate about creating impactful solutions that drive commerce forward? Do you believe in encouraging and elevating those around you?
Kustom, formerly known as Klarna Checkout (KCO), is the Nordic market leader in digital checkout solutions. Today, we support over 24,000 merchants across more than 170 countries, providing a streamlined checkout experience. We offer localized solutions in 18 markets, tailored to specific languages, currencies, and payment methods. No matter where businesses operate, we deliver a checkout experience that meets the needs of both merchants and shoppers - driving growth globally.
As a Senior Merchant Specialist at Kustom, you’ll play a key role in shaping and scaling the merchant experience. You’ll act as the bridge between Merchants, Operations, Product and Tech, combining strong technical understanding with operational excellence to solve complex merchant cases and improve scalable support operations.
You’ll take ownership of escalated merchant topics requiring deeper technical investigation across payments, integrations and platform functionality, while continuously improving support processes, tooling and workflows. In close collaboration with Product and Tech teams, you’ll identify root causes, drive long term solutions and help strengthen the overall merchant experience.
This role is ideal for someone who combines strong analytical and technical problem solving skills with a genuine passion for merchant experience, operational excellence and building scalable support structures.
Solving complex merchant cases across payments, operations and platform functionality
Acting as the operational link between Merchants, Product and Tech to drive fast and scalable solutions
Driving improvements in support processes, tooling and workflows to elevate the merchant experience
Identifying root causes behind recurring merchant issues and turning insights into long term improvements
Owning support documentation, knowledge sharing and operational best practices
Raising the quality bar through coaching, case reviews and continuous process optimization
Turning merchant feedback into actionable improvements across onboarding, communication and platform usability
Experience working with merchant operations, payment flows, technical support, or platform-related issues in a fast-paced environment
Strong analytical and troubleshooting skills, with the ability to identify root causes, assess impact, and contribute to scalable long-term solutions
Familiarity with operational tooling, support platforms, workflow management and process improvement initiatives
Ability to manage and coordinate complex merchant cases in a structured and detail-oriented manner, balancing technical understanding with merchant experience
Comfortable working with technical concepts, APIs, payment infrastructure, integrations, and operational dependencies across multiple systems
Strong communication skills, with the ability to translate technical or operational complexity into clear and actionable information for both internal and external stakeholders
Experience collaborating cross-functionally with Product, Engineering, Risk, Operations, and Commercial teams
A proactive and ownership-driven mindset, with the ability to independently prioritize, drive initiatives forward, and maintain accountability in day-to-day execution
Ability to operate effectively in environments with changing priorities, ambiguity, and multiple concurrent workstreams
Interest in process scalability, operational excellence, and continuous improvement across merchant-facing operations
A genuine passion for merchant experience, payments and operational excellence
A structured and hands-on approach combined with the ability to navigate ambiguity in fast moving environments
A strong interest in technology and a curiosity for understanding technical systems, platforms and integrations
Strong communication and relationship management skills, with the ability to build trust across merchants and internal teams
A collaborative and low-ego mindset suited for a high performing and cross-functional team
The motivation to continuously improve processes, workflows and the overall merchant experience
The ability to prioritize effectively, stay solution focused and create clarity in complex situations
Robust pension plan with national and occupational components
Excellent health insurance coverage, including long-term illness protection and salary exchange options
Annual wellness allowance of 3,000 SEK to invest in your health and fitness
Extra day off when major holidays (e.g., Christmas Eve, New Year's Eve) fall on weekends
Continuous learning opportunities and professional development support
At Kustom, you won’t just be another face in the crowd. This is a place where we elevate each other and celebrate success as a team. We believe in our ability to create excellence — and have fun doing it!
We know we set high expectations, but we also know that the road to success isn’t a straight line. We support and encourage each other to try, to fail, to try again. Because that’s how we grow, individually and together.
Does this sound like the place for you?
Please apply in English. At Kustom, we welcome everyone! We don’t care where you’re from, whom you love, or what kind of food is your favorite (unless we’re celebrating together, then we’ll need to know!). We believe in inclusivity for all.
Given the above, we treat all candidates the same! That’s why we have this awesome recruitment tool to keep track of all the amazing talents that apply - so please; apply through the system and we’ll make sure to keep you updated along the recruitment process. Please note that we can’t keep track of CVs or similar documents sent via email.
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