Platform Administrator (Zendesk)

Permanent employee, Full-time · Amsterdam

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 (you should have the right to work in either of these locations)
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 our Platform Administrator, you are the technical architect of our customer experience infrastructure, responsible for the end-to-end health, security, and optimization of the Zendesk suite and tech roadmap. You translate high-level business requirements into sophisticated, scalable solutions by managing core platform architecture, with a specific focus on advanced automation, complex triggers, and intelligent routing logic. By leveraging Python to automate backend administrative workflows, you ensure the platform remains efficient and stable. Operating within a macOS-native environment, you lead the technical governance of the platform, ensuring that every deployment is backed by rigorous sandbox testing and professional version control. Success in this role means establishing a transparent system where architectural changes are traceable and built for long-term scale. You are a key technical partner and mentor to our specialists, providing the stable foundation necessary for our AI and data ecosystems to thrive.

Key Responsibilities & Objectives

Key Objectives

Own the end-to-end health, maintenance, and stability of our platform environment.
Establish a gold-standard documentation structure so that any stakeholder can easily see what has been changed and what updates are incoming.
Drive efficiency by automating manual backend administrative work through custom Python scripting.
Lead the testing of new releases and proactively cascade this knowledge, ensuring the team doesn't just use features, but understands the underlying logic.

Your Key Responsibilities
Advance our CS strategy by:

Designing and deploying complex routing logic, triggers, and conditional macros.
Building and maintaining custom scripts to automate backend tasks and improve platform functionality.
Own the creation and maintenance of a structured change management system, ensuring all system modifications, scripts, and incoming updates are meticulously recorded.
Monitoring and leading the testing of upcoming Zendesk releases to ensure zero disruption during updates.
Proactively cascading system updates and new functionalities to the team to ensure effective feature utilization.
Partner with the AI Manager to build the foundational frameworks: custom fields, tagging structures, and macro logic required for advanced bot functionality.

Core Activities

Monitor the overall health and stability of our Zendesk environment to ensure consistent performance.
Manage user lifecycles, including account creation, license allocation, and the adjustment of group permissions.
Build and maintain custom scripts to automate repetitive backend administrative tasks.
Collaborate with our Business Process Managers to design and deploy ticket forms, triggers, and routing logic.
Represent the platform in technical meetings to assist with the implementation of new tools and microservices.
Support our AI Manager and Data Analyst with technical configurations for bot flows and reporting fields.
Maintain a structured change log and technical repository to ensure every system modification is documented and traceable.
Review upcoming system updates and conduct sandbox testing, documenting the impact and results before deployment.
Provide technical mentorship to the team, explaining new features and system enhancements.

Your Skills & Experience

Must-Haves:

You have a minimum of 3–5 years of experience in technical platform administration or systems development.
You have formal training in Computer Engineering, Information Technology, or a related field.
Expert knowledge of the Zendesk suite, specifically Support, Knowledge, Talk, and AI Agents.
Proven track record of maintaining technical documentation (e.g., Change Management logs).
Proficiency in scripting languages (e.g., Python) to automate backend administrative tasks.
Ability to design complex "If/Then" logic and maintain clean, documented code.
Proficiency in macOS; comfortable working in a Mac-only environment.
You have excellent written and verbal communication skills in English.
Proven ability to lead technical projects and provide mentorship to non-technical or junior technical peers.
Knowledge of the AGILE methodology.

Nice-to-Haves:

Experience working with REST APIs and JSON to support data flows between systems.
Proven experience implementing third-party apps from the Zendesk Marketplace.
Familiarity with HTML/CSS for Help Center adjustments.
Familiarity with working in 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).

Apply for this job

About us

DEI @Fairphone

At Fairphone, we care about people, planet and you. It’s natural that we see diversity, equity and inclusion (DEI) as an essential part of how we work together and do business.
We support and further strengthen our inclusive work environment and culture by more formally implementing various DEI efforts to ensure all Fairphoners feel included, respected, and supported.

Apply for this job

We are looking forward to hearing from you!

Thank you for your interest in Fairphone! Should you have difficulties with the upload of your data, please send an email to people@fairphone.com