Job Description

Partner Support Tech Consultant (all genders)

THE ROLE & THE TEAM

Partner Care (PaCa) is the operational backbone for brands, retailers, and merchants navigating the Zalando platform. Annually, our support ecosystem manages over a quarter of a million partner interactions. While day-to-day first-line partner support is executed through a scaled, multi-vendor network of external BPO partners, our internal Partner Care team acts as an inward-facing steering, engineering, and resolution engine. We design, scale and operate hundreds of support processes, build and maintain state-of-the-art CRM solutions, we run optimisation projects and we develop our internal metrics and insights suite.

This position supports the execution engine for technology and automation within Partner Care. Working directly alongside our Principal Technical Consultant, this role bridges the gap between high-level technological vision and rapid, hands-on optimization across Salesforce Service Cloud and central enterprise automation platforms.

INCLUSIVE BY DESIGN

If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!

At Zalando, our vision is to be the leading pan-European ecosystem for fashion and lifestyle e-commerce – one that thrives on diversity and is truly inclusive by design. We believe that diverse teams fuel innovation and creativity, and we actively seek out talent from all backgrounds.

We actively seek to reduce bias in our hiring and employment processes, focusing on your qualifications, skills, and contributions. To support this, we kindly ask that you refrain from including personal details such as your photo, age, or marital status in your CV, ensuring a fair and equitable evaluation based solely on your abilities and potential.

We are committed to providing an exceptional and accessible candidate experience for everyone. If you require any accommodations to support you throughout the hiring process, please let us know – we are here to assist you.

Discover more about our commitment to creating a diverse and inclusive workplace: https://jobs.zalando.com/en/our-culture/diversity-and-inclusion

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

1. CRM functional optimisation

• Serve as an expert and functional backup for our Salesforce Service Cloud platform, translating day-to-day operational frictions into configured CRM enhancements.

• Utilise advanced CRM capabilities, taking hands-on responsibility for configuring page layouts, validation rules, user views, and robust Salesforce Flows.

• Drive the deployment of the Agentforce suite, iteratively designing, configuring, and expanding automation and agentic workflows to improve the efficiency of our vendor operations and drive partner satisfaction.
  

2. Automation liaison and technical execution

• Act as a technical point of contact and liaison between Partner Care and central engineering units on automation technology (N8N, RPA).

• Own the tactical execution, delivery, and lifecycle management of medium complexity automation packages from problem definition to final deployment.

• Deconstruct multi-layered, complex business problems into clear, actionable technical specifications, Jira user stories, and technical delivery tickets.
  

3.Cross functional project leadership

• Proactively design and optimize processes across adjacent Partner Care domains, with a targeted emphasis on driving automation for Partner Operations.

• Eradicate manual, "offline" operational solutions (such as disconnected trackers and sheets) by replacing them with fully integrated, trackable ecosystem solutions.

• Coordinate User Acceptance Testing (UAT) cycles and manage structural releases, ensuring new workflows align flawlessly with target business outcomes before reaching end-users.
  

4. Data diagnostics and operational enablement

• Apply basic statistical analysis to operational ticketing data to systematically diagnose process bottlenecks, prove technical root causes, and mathematically validate project success.

• Build, maintain, and democratize intuitive Salesforce analytics dashboards and reporting structures to afford real-time transparency into throughput and pipeline efficiency.

• Provide technical mentorship and operational best practices to junior process contributors, creating clear system documentation to drive rapid internal software adoption.

WE’D LOVE TO MEET YOU IF

• Experience: 3+ years of professional experience operating within technical consulting, system administration, or tech-focused process engineering contexts, ideally within an e-commerce, hyper-scale marketplace, or advanced operations setup.

• Salesforce proficiency: hands-on experience with Salesforce Service Cloud configuration (Flows, validation rules, architecture layouts). Prior exposure to, or a strong motivation to master, Salesforce AI tools (Einstein, Agentforce suite) is an advantage.

• Automation mindset: practical experience working alongside or inside corporate automation frameworks (e.g., RPA tools, N8N, or similar API-driven orchestration layers).

• Methodological agility: Proficient operating within structured Agile/Scrum delivery frameworks, including experience organizing backlogs and tracking work items via Jira. Prior experience with process mapping software (such as Signavio, Lucidchart, or BPMN standards) is a clear advantage.

• Analytical acumen: competency in leveraging data to back technical arguments—specifically utilizing SQL, Salesforce CRM Analytics (CRMA), or basic statistical models to quantify business impacts and operational ROI.

• Communication and stakeholder management: strong lateral leadership skills with a proven track record of managing multi-tiered stakeholder expectations and articulating technical constraints into accessible business summaries.

Certifications: Salesforce Certified Administrator, Platform App Builder or Service Cloud Consultant certifications are highly preferred and are an advantage.

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.

• 27 days of holiday a year to start for full-time employees (+1 day for every calendar year up to 30 days)

• 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

• Employee shares program

• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Lounge by Zalando, discounts from external partners

• 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