Customer support data analyst in service operations

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.

• 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

• 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.
• Будет плюсом: Preferably, you are familiar with working with macOS, Google Workspace, and Basecamp

• 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)