{"id":3474939,"url":"https://alion.io/job/fairphone-customer-support-data-analyst","title":"Customer Support Data Analyst","company":{"id":34567,"name":"Fairphone","domain":"fairphone.com","url":"https://alion.io/company/fairphone","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Amsterdam, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":87000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":10},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"A/B Testing","optional":false},{"name":"Basecamp","optional":false},{"name":"Google BigQuery","optional":false},{"name":"Google Sheets","optional":false},{"name":"Google Workspace","optional":false}],"status":"live","first_seen_at":"2026-10-29T17:28:26Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-30T07:19:15Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Fairphone\nFairphone 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.\nAt 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!\nSo… 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!\nPlease 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!\nLocation: Amsterdam-based position\n\nHours: 40 hours per week\n\nStart: ASAP\n\nContract duration: The 1st 12-month employment contract with the possibility of extension to permanent.\n\nDeadline to apply: We review applications on a rolling basis. Please apply as soon as possible.\n\nAbout your role\nAs 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.\nYour 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.\nYou’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.\nYou report to the Head of Customer Experience and Success and collaborate closely with Product, Business Operations, Supply Chain, and Quality teams.\nKey Responsibilities & Objectives\nKey ObjectivesOptimize operational efficiency and resource planning\nMeasure and maximize agent performance and tooling ROI\nSurface product and operational root causes\nProtect revenue and quantify retention impact\n Your Key Responsibilities 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.\nAnalyze trends in customer contacts, support performance, and service quality to identify opportunities for continuous improvement.\nConduct A/B tests and experiments to evaluate changes in support workflows, self-service and AI tools.\nBuild and maintain dashboards and visualisations to ensure insights are accessible and actionable for stakeholders.\nWork closely with Customer Support management to support workforce planning, ticket routing, and process optimisations with data.\nImprove efficiency, data quality and infrastructure by collaborating cross-functionally with internal and external partners to ensure reliable tracking and reporting.\nCore Activities\nManage and improve the Support data model\nSupport team members with ad-hoc analysis or data requests\nMonitor Customer Support and traffic trends\nContribute to the evaluation of tactical and strategic initiatives \nDocument key Customer Support data processes\nYour Skills & Experience\nYou have excellent written and verbal communication skills in English.\nYou have 4+ years of experience in Data Analysis, and are able to create clear and actionable dashboards and reports.\nYou are proficient in data analysis tools such as Data Studio, BigQuery, Google Sheets, among others.\nYou have experience with Zendesk and Zendesk Analytics.\nPreferably, you are familiar with working with macOS, Google Workspace, and Basecamp.\nWhat Fairphone can offer you?\nThe opportunity to create an impact on the electronics industry around the world.\nA diverse work environment full of international, passionate, warm-hearted team members.\n25 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! \nDaily, healthy lunch, organic FairChain coffee, and many more tasty things.\nYou will join Fairphone’s collective pension scheme, and we will contribute to building your pension.\nYou will receive a MacBook, Fairbuds, and a Fairphone as working devices.\nHybrid working model: We are remote-friendly and also contribute up to €250 toward your home office set-up.\nPublic transport allowance - we fully cover your 2nd-class commute from your home to the office\nBike 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!\nGrow 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.\nKitchen with beautiful views to the IJ waterfront.\nThere’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)","description_format":"text","description_chars":6183,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Apple Macbook","Home office","Hybrid work"],"hiring_locations":[{"name":"Netherlands","iso":"NL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Smartphones"],"lifecycle":[{"event":"open","at":"2026-10-29T18:30:15Z"}],"visa":[{"country":"NL","licensed_sponsor":true,"evidence":"Recognised sponsor of the Dutch immigration service (IND)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Highly skilled migrants and regular labour","cap_exempt":false,"checked_at":"2026-10-19T06:52:34+00:00","sources":["IND: public register of recognised sponsors (work)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:2","win:early"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/fairphone-customer-support-data-analyst","json_url":"https://alion.io/job/fairphone-customer-support-data-analyst.json","meta":{"generated_at":"2026-10-30T08:53:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12757,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":34567},"rest":"https://alion.io/mcp/rest/get_company?id=34567"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffairphone-customer-support-data-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffairphone-customer-support-data-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffairphone-customer-support-data-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fairphone-customer-support-data-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffairphone-customer-support-data-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3474939}},{"tool":"search_jobs","arguments":{"company":"fairphone.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3474939},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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