Risk Mitigation Expert

Role Overview and Team Environment

As a Risk Mitigation Expert at Zalando in Berlin, you will be entrusted with protecting both our customers and the company from significant financial, legal, and reputational threats. You will form an integral part of a dedicated team focused on the final evaluation of complex customer cases that have surpassed initial support levels. These scenarios often involve sensitive matters such as fraud detection, data protection regulation compliance, and privacy issues.

Your daily responsibilities will include thorough investigations, judicious decision-making that may deviate from standard protocols when necessary, and leveraging specialized tools and data sources. You will work collaboratively with cross-functional experts in fraud prevention, privacy law, and corporate communications to ensure every case is managed responsibly and confidentially. Precision, discretion, and high ethical standards are essential to fostering a safe and reliable shopping environment.

Key Responsibilities

• Conduct detailed investigations of escalated sensitive customer cases, with a focus on fraud and privacy risks.
• Make informed and careful decisions using restricted analytical tools, especially when conventional processes do not sufficiently address unique case complexities.
• Evaluate previous customer service interactions by Tier 2 teams and provide constructive feedback to elevate service quality.
• Participate in quality assurance reviews ("four-eye principle") to guarantee decision accuracy, fairness, and prevent customer disputes.
• Monitor public platforms such as social media and review sites, responding in line with company policies to safeguard the brand’s reputation.
• Collaborate closely with internal specialists including Fraud Advisory, Privacy Law, and Corporate Communications teams to share insights and coordinate responses.
• Support the detection of fraudulent activities by analyzing internal reports and partnering with analytics and compliance units.

Candidate Profile

• Minimum two years experience in customer service roles involving escalated concerns, high-level privacy inquiries, social media support, or fraud prevention.
• Solid understanding of customer service operations combined with a strong interest in data privacy laws (such as GDPR) and fraud control.
• Analytical mindset with an aptitude for learning specialized tools aimed at detecting fraud patterns; training will be provided.
• Proven ability to exercise sound judgment and make balanced decisions in customer-facing situations.
• Commitment to maintaining high-quality standards through rigorous checks and constructive feedback.
• Proactive approach toward identifying and suggesting improvements in existing processes for better outcomes.
• Strong problem-solving skills to adapt procedures appropriately while adhering to company guidelines.
• Fluent business-level proficiency in English is required.

Benefits and Employment Perks

• Participation in employee share ownership program.
• Attractive discounts: 40% off fashion and beauty items sold by Zalando, 30% off Lounge by Zalando, and offers from partner organizations.
• Two paid days annually designated for volunteering activities.
• Opportunity to work remotely abroad for up to 30 working days each year.
• Starting with 27 vacation days annually for full-time employees.
• Family support services including counseling.
• Access to health and wellness programs including fitness platforms.
• Mental health resources and coaching services available.
• Continuous development through internal training platforms and peer reviews conducted twice per year.

Diversity and Inclusion Commitment

Zalando is dedicated to creating an inclusive environment. We evaluate all applicants solely on merit, qualifications, and business requirements. We actively welcome candidates regardless of gender identity, sexual orientation, racial or ethnic background, religious beliefs, or disabilities. To maintain fairness, please omit personal information such as photos, age, or marital status in your CV. Candidates needing any special accommodations during the recruitment process are encouraged to inform us for appropriate support.