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 Support and collaborate closely with Product, Business Operations, Supply Chain, and Quality teams.

• Monitor and report on key Customer Support metrics (e.g., response times, resolution rates, customer satisfaction, contact reasons) 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 tools, and AI messaging.

• 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

Must-Have 

Technical & Analytical

• Proficiency in data analysis tools such as Tableau, Power BI, Google Sheets, Microsoft Excel, among others.

• Ability to create clear and actionable dashboards and reports.

• Strong analytical mindset and ability to interpret data to generate insights.

• Understanding of Customer Support metrics (e.g., CSAT, resolution time, first contact resolution.)

Communication & Collaboration

• Ability to translate complex data into clear, accessible insights.

• Experience presenting findings to both technical and non-technical stakeholders.

• Collaborative mindset and experience working cross-functionally.

Self-Management

• Strong organisational skills and the ability to manage multiple tasks and deadlines.

• Proactive, curious, and solution-oriented approach to problem-solving.

Nice-to-Have 

Technical & Analytical

• Experience with Python or R for advanced data analysis

• Knowledge of A/B testing design and interpretation

• Familiarity with customer support tools (e.g., Zendesk)

• Understanding of ETL (Extract, Transform, Load) processes and data infrastructure.

• Experience with implementing BI tools.

Business & Customer Understanding

• Familiarity with customer journey mapping and experience principles

• Ability to connect support data to wider business objectives

• Exposure to high-volume automation implementations or ticket routing optimisation.

1. The opportunity to create an impact on the electronics industry around the world.

2. A diverse work environment full of international, passionate, warm-hearted team members.

3. 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! 

4. Daily, healthy lunch, organic FairChain coffee, and many more tasty things.

5. You will join Fairphone’s collective pension scheme, and we will contribute to building your pension.

6. You will receive a MacBook, Fairbuds,  and a Fairphone as working devices.

7. Hybrid working model - We are remote-friendly, and you can work up to 60% of your time per month from home or any other location you want. We also contribute up to €250 for your home office set-up.

8. Public transport allowance – we fully cover your 2nd class commute from your home to the office

9. 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!

10. Grow with us! We encourage you to develop at Fairphone. That’s why we’ll support your career goals with coaching (Inuka), trainings, workshops, or courses that you can join with your development budget. 

11. Kitchen with beautiful views to the IJ waterfront.

12. There’s a gym and recreation and yoga rooms 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)