THE ROLE & THE TEAM
As a Risk Mitigation Expert, you’ll play a key role in safeguarding both our customers and Zalando from financial, legal, and reputational risks. You’ll be part of a specialized team that handles the final assessment of complex and sensitive customer cases — typically those that have already passed through earlier support tiers and now require expert judgment due to elevated risk or unresolved complexity. These cases often involve critical topics like fraud prevention, GDPR compliance, and data privacy concerns.
Your work will involve in-depth investigations, sound decision-making (sometimes outside standard processes), and the use of specialized tools and information sources. You’ll collaborate closely with expert stakeholders across Fraud Prevention, Privacy Law, Corporate Communications, and more — ensuring that each case is handled with the utmost care and responsibility. This role calls for precision, discretion, and a strong sense of integrity to help maintain a secure and trustworthy environment for all.
INCLUSIVE BY DESIGN
At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.
We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.
do.BETTER - our diversity & inclusion strategy: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
Investigate Sensitive Cases: Carefully look into and resolve forwarded sensitive customer issues, especially those related to potential fraud or data privacy concerns, always aiming to protect our customers and Zalando.
Make Considered Decisions: Resolve customer cases with care, sometimes using specific restricted tools and information to analyze the situation thoroughly, especially when standard processes don't fully cover the unique circumstances.
Uphold Quality Standards: Review how previous customer handings in a case were handled by Tier 2 support teams and provide clear, constructive feedback to help our service providers improve their quality.
Ensure Accuracy: Participate in "four-eye principle" checks, where you review important decisions to ensure accuracy, fairness, and to avoid errors and customer escalations.
Monitor Public Channels: Keep an eye on public channels (like social media and review sites) and, following our guidelines, respond appropriately to user comments that might impact Zalando’s brand image.
Collaborate with Experts: Work closely and share information with internal teams, particularly the Fraud Advisory Team to help spot new fraudulent patterns, the Privacy Law Team to ensure we always comply with GDPR and other regulations, and Communications to align on public messages.
Support Fraud Detection: Assist in monitoring internal fraud reports and help investigate any suspicious activity by working together with teams like Analytics and Compliance.
WE'D LOVE TO MEET YOU IF YOU HAVE
Essential Experience: At least 2 years of experience in a customer service role where you've dealt with escalations, data privacy requests, high-level social media support, or fraud prevention tasks.
Process Knowledge & Interest: A good understanding of general customer care processes and a genuine interest in topics like data privacy (e.g., GDPR) and fraud prevention.
Analytical Aptitude: The ability to learn and use special tools to spot potential fraud patterns and make careful judgments based on information (we'll provide training on specific tools and procedures).
Sound Judgment: Experience in making careful and considered decisions in customer-facing situations, weighing up different factors.
Commitment to Quality: An understanding of why quality checks (like a 'four-eye principle' where work is double-checked) are important, and a dedication to maintaining high standards.
A Mind for Improvement: A knack for noticing when a process isn't working as well as it could for customers or the team, and you're comfortable suggesting practical changes.
Problem-Solving Skills: The ability to think on your feet and suggest sensible solutions when the standard instructions don't quite fit a particular situation, always within company guidelines.
Language Proficiency: Business proficiency in English is essential.
OUR OFFER
Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
Employee shares program
40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners
2 paid volunteering days a year
Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration
Work from abroad for up to 30 working days a year
27 days of vacation a year to start for full-time employees
Relocation assistance available (subject to prior agreement)
Family services, including counseling and support
Health and wellbeing options (including Wellhub, formerly Gympass)
Mental health support and coaching available
Drive your development through our training platform and biannual peer-to-peer review
