Klarna Shifts Focus: Engineers and Marketers Transition to Customer Support

September 2, 2025 - 18:54

In a significant organizational shift, some employees at Klarna have been reassigned to the company's customer experience team following challenges with its recent AI initiatives. Sources indicate that individuals who found themselves in the talent pool were offered new roles aimed at enhancing customer support. This move comes as the company reassesses its strategies and seeks to better align its workforce with customer needs.

The decision to transition engineers and marketers into customer support roles reflects a growing recognition of the importance of direct customer engagement, especially in the wake of technological investments that may not have yielded the expected results. By bolstering its customer experience team, Klarna aims to improve service delivery and address customer concerns more effectively.

This realignment highlights the dynamic nature of the tech industry, where companies must continuously adapt to market demands and customer expectations. As Klarna navigates this transition, the focus remains on delivering a more responsive and supportive customer experience.