Fairphone!
Fairphone is a social enterprise driving change in the electronics industry from the inside out. Our business model is based on social and environmental values and centers around producing and marketing consumer electronics that change the industry from within.
We are socially inclusive, and we pride ourselves for having a very diverse group of people with different backgrounds. We collaborate in a safe space, where Fairphoners can be themselves and have room to fail and grow.
We are looking for a Head of Customer Support to become part of our growing team of passionate people who work to achieve our mission. If you are as excited as we are about creating positive change, then have a look at our vacancy below.
Location: Amsterdam, Netherlands
Department: Operations
Reporting to: Director of Operations
Hours: Full-time
Deadline to apply: February 15
Ideal start date: ASAP
About Your Role
As Head of Customer Support, you will be responsible for developing and executing a customer service strategy that enhances customer satisfaction while aligning with Fairphone’s sustainability values. You will lead a team of support specialists, optimize processes, and drive continuous improvements in service quality and efficiency. This role is pivotal in ensuring that our customers receive timely, transparent, and effective assistance while fostering brand loyalty.
Your profile
- You are proactive, have a strong sense of initiative, a positive attitude, and have a natural talent to keep an overview in a fast-paced development environment.
- You are a people manager and have good organizational and delegation skills, and have experience with leading a team/managing people.
- You are creative, resilient, and have strong problem-solving and conflict-resolution skills.
- You have excellent interpersonal, decision-making, and leadership skills and are passionate about developing your team members.
- You are a reliable team player with strong communication skills who is curious by nature and takes ownership at work.
- You are flexible, helpful, self-motivated and have a strong sense of resilience in a fast-paced and ever-changing corporate environment.
- You embrace diversity in thoughts, opinions, and backgrounds.
Your Skills & Experience
✔️ 5+ years of experience in a customer support leadership role, preferably in consumer electronics, technology, FMCG, hospitality, or e-commerce.
✔️ Strong background in managing multilingual, multi-channel and/or high volume support teams across geographies.
✔️ Proven ability to improve customer support operations through process optimization and technology.
✔️ Experience with customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) and CRM systems.
✔️ Data-driven mindset with experience using analytics tools to track and improve performance. Setting qualitative and quantitative objectives.
✔️ Excellent communication skills, both written and verbal, in English; additional languages are a plus.
✔️ Passion for sustainability and alignment with Fairphone’s mission.
Your Responsibilities
- Lead & Develop the Customer Support Team – Manage, mentor, and scale a team of customer support professionals, ensuring they deliver top-tier service.
- Optimize Support Processes – Implement and refine support workflows, leveraging automation and self-service tools to improve efficiency and response times.
- Enhance Customer Experience – Monitor customer interactions and feedback, using insights to improve support quality and customer satisfaction.
- Data-Driven Decision-Making – Analyze support metrics and KPIs to identify trends, measure performance, and drive continuous improvements.
- Cross-functional collaboration – Work closely with product, operations, and IT teams to address customer pain points and enhance the overall user experience and amongst other launching new products.
- Stakeholder Management – Act as the key point of contact for executive leadership regarding customer support performance, challenges, and opportunities.
- Crisis Management – Develop and execute response plans for critical customer service issues, ensuring prompt resolution.
What Fairphone can offer you?
- The opportunity to create an impact on the electronics industry around the world.
- A diverse work environment is full of international, passionate, warm-hearted team members.
- You will have 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! And what’s more: 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.
- Flexible work location - we are remote-friendly, and you can work up to 60% of your time from home or any other location you want. Keep in mind, that this this role we expect a strong presence at the office to drive team growth and cross collaboration. We also contribute up to €250 for your home office set-up.
- Relocation Support - Fairphone will reimburse the cost of a one-way train (if applicable) ticket to the Netherlands, arrange an appointment at the municipality and provide all the necessary information so that your arrival and settlement in the Netherlands will be smooth and pleasant!
- Public transport allowance – we fully cover your 2nd class commute from your home to the office.
- AND Bike allowance – we support you with a bike purchase of up to €300, and you’ll have a yearly repair budget of up to €80, too!
- Grow with us! We encourage you to develop at Fairphone. That’s why we’ll support your career goals with coachings, trainings, workshops, or courses that you can join with your development budget.
- 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.
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.
Please make sure you send us your application documents as
PDF files only! Otherwise, we won't consider your application. Thank you in advance!
