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.
Responsibilities
•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
•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
•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
Requirements
•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
Nice to have
•Preferably, you are familiar with working with macOS, Google Workspace, and Basecamp
Benefits
•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)
