Senior Merchant Specialist

Be a part of the next big thing

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?

About us

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.

The role

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.

Things you'll be doing

• 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

Skills and experience you'll need

• 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

We believe you'll thrive in this role if you have

• 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

Benefits 

• 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

A place to grow

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?

About your application

• 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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