Customer Experience Data Analyst

About Fairphone

Fairphone is more than just a company - we are a global leader in sustainable, modular electronics, on a mission to change the electronics industry from the inside out. Built on strong social and environmental values, we are a diverse and inclusive team from all walks of life creating market consumer electronics that make a real impact.

At Fairphone, you will find a supportive and safe space where everyone can be themselves, collaborate openly, and have the freedom to learn and grow - because that’s how we innovate and drive change together! 

So… are you a proactive, self-motivated team player who loves taking initiative and bringing positive energy? Do you thrive in a fast-moving start-up or scale-up environment? Are you a great communicator who values collaboration and embraces different perspectives? And most importantly, do you feel a strong connection to Fairphone’s mission and values? If you're nodding along and thinking, “Yes, that’s me!”, then check out our vacancy below! 

Please know that we acknowledge that we are living in a time where the use of AI can bring many efficiencies and support. However, we want to know the real YOU. Please try to limit the use of AI tools to generate answers to the application; we value authenticity and encourage you to use your creativity! 

• Location: Amsterdam-based position 

• Hours: 40 hours per week

• Start: ASAP

• Contract duration: The 1st 12-month employment contract with the possibility of extension to permanent. 

• Deadline to apply: We review applications on a rolling basis. Please apply as soon as possible. 

About your role

As the Data Analyst within our Customer Support team, your primary responsibility is to support the team by regularly tracking key performance metrics and conducting in-depth analyses of support operations. You'll help uncover insights that drive better customer experiences and more efficient support processes.

Your day-to-day will include generating reports, analyzing trends in customer queries and ticket volumes, conducting A/B tests on support initiatives, and deep-diving into the performance of various channels and tools. By using a variety of analytics tools and techniques, you’ll help identify what’s working, where the gaps are, and how we can continuously improve both customer satisfaction and team effectiveness.

You’ll also contribute to improving the quality and structure of our data, ensuring that insights are clearly presented and actionable. Your work will help foster a more data-driven mindset within the Customer Support team and beyond.

You report to the Head of Customer Experience and Success and collaborate closely with Product, Business Operations, Supply Chain, and Quality teams.

Key Responsibilities & Objectives

Key Objectives

• Optimize operational efficiency and resource planning
• Measure and maximize agent performance and tooling ROI
• Surface product and operational root causes
• Protect revenue and quantify retention impact

Your Key Responsibilities  

• Monitor and report on key Customer Support metrics (e.g., response times SLAs, time to resolution, contact reasons, etc) on a weekly, monthly, and ad-hoc basis.
• Analyze trends in customer contacts, support performance, and service quality to identify opportunities for continuous improvement.
• Conduct A/B tests and experiments to evaluate changes in support workflows, self-service and AI tools.
• Build and maintain dashboards and visualisations to ensure insights are accessible and actionable for stakeholders.
• Work closely with Customer Support management to support workforce planning, ticket routing, and process optimisations with data.
• Improve efficiency, data quality and infrastructure by collaborating cross-functionally with internal and external partners to ensure reliable tracking and reporting.

Core Activities

• Manage and improve the Support data model
• Support team members with ad-hoc analysis or data requests
• Monitor Customer Support and traffic trends
• Contribute to the evaluation of tactical and strategic initiatives 
• Document key Customer Support data processes

Your Skills & Experience

• You have excellent written and verbal communication skills in English.
• You have 4+ years of experience in Data Analysis, and are able to create clear and actionable dashboards and reports.
• You are proficient in data analysis tools such as Data Studio, BigQuery, Google Sheets, among others.
• You have experience with Zendesk and Zendesk Analytics.
• Preferably, you are familiar with working with macOS, Google Workspace, and Basecamp.

What Fairphone can offer you?

• The opportunity to create an impact on the electronics industry around the world.
• A diverse work environment full of international, passionate, warm-hearted team members.
• 25 paid holidays per year (based on a full-time contract) next to the other public holidays in the Netherlands. You’ll also get a day off on your birthday! Additionally, the longer you stay, the more holidays you get! 
• Daily, healthy lunch, organic FairChain coffee, and many more tasty things.
• You will join Fairphone’s collective pension scheme, and we will contribute to building your pension.
• You will receive a MacBook, Fairbuds,  and a Fairphone as working devices.
• Hybrid working model: We are remote-friendly and also contribute up to €250 toward your home office set-up.
• Public transport allowance – we fully cover your 2nd-class commute from your home to the office
• Bike allowance – We support you with a bike purchase of up to €300, and you’ll also have a yearly repair budget of up to €100! We also cover 23 cents per km for your biking distance from home to the office (or train station) and back!
• Grow with us! We encourage you to develop at Fairphone. In addition to €500 for L&D, we’ll support your career goals with coaching (Inuka), workshops, or courses that you can join with your development budget. You will get access to Udemy with unlimited courses and trainings.
• Kitchen with beautiful views to the IJ waterfront.
• There’s a gym in the building where you can build healthy habits, stay active and have fun with your colleagues, as well as a subscription to our mental & physical well-being services (Inuka & Urban Sports)