Head of Customer Support

at  Fairphone

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

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.

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 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.