Risk Mitigation Experts (All Genders)

Role: As a Risk Mitigation Expert you will safeguard Zalando and its customers from financial, legal and reputational risks. You will join a specialised team that performs the final assessment of complex, sensitive customer cases that have escalated beyond earlier support tiers. Cases often involve fraud prevention, GDPR compliance and data‑privacy concerns. Responsibilities: - Investigate sensitive customer cases, especially those related to fraud or data‑privacy. - Make considered decisions using specialised tools and information, sometimes outside standard processes. - Review previous handling by Tier 2 support and provide constructive feedback. - Participate in “four‑eye principle” checks to ensure accuracy and fairness. - Monitor public channels (social media, review sites) and respond according to guidelines. - Collaborate with internal experts such as the Fraud Advisory Team, Privacy Law Team and Communications. - Support fraud detection by analysing internal reports and working with Analytics and Compliance. Qualifications: - Minimum 2 years experience in a customer‑service role handling escalations, data‑privacy requests, high‑level social‑media support or fraud prevention. - Good understanding of general customer‑care processes and strong interest in GDPR and fraud prevention. - Analytical aptitude and ability to use specialised tools to spot fraud patterns. - Sound judgment and experience making careful decisions in customer‑facing situations. - Commitment to quality, including participation in quality‑check processes. - Proactive mindset for process improvement and problem‑solving. - Business‑level proficiency in English. What We Offer: - Employee shares programme. - 40 % discount on Zalando fashion and beauty products, 30 % discount on Lounge by Zalando and external partner discounts. - Two paid volunteering days per year. - Up to 30 working days per year of remote work from abroad. - 27 days of vacation (full‑time) plus additional benefits such as family services, health & wellbeing options, mental‑health support and coaching, and a development platform with bi‑annual peer‑to‑peer review.