Customer Experience Data Analyst

About this role

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.

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.