AI Trainer – Customer Enablement

Job Description

AI Trainer – Customer Enablement
Copenhagen, Denmark

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact center solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact center, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 26 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’
• Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
• Best Practices Company of the Year 2023
• Consistently high Glassdoor rating
• 2023 customer NPS score of 37
• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 25th out of all companies they partner with in 2023!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €50m revenue in FY 2023 (up from €45m in 2022)
• Currently ~295 employees
• Used by more than 1100 businesses across 40 countries
• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

What you'll do 🏡💻

As an AI Trainer, you will be responsible for training & supporting our customers on how to use our AI products, such as chatbot, emailbot and voicebots. You should understand our customers’ needs, have excellent communications skills, be curious about new tech, and will ideally have some experience with similar technologies in the gen AI/webchat/chatbot space.

You will be working with leading AI technology, creating value on a daily basis for our clients and their customers, in a challenging and engaging work environment with great variation in tasks and domain.

This role is well-suited to recent graduates of fields such as IT & Communications, Business, Digital Design or related fields.

Responsibilities:

• Understand our clients’ business and help them maximize value using our AI platform. That includes training our customers in our solution, building and configuring solutions with our clients, planning and executing launch of our solutions at customers, etc.
• You will be responsible for delivering and building solutions on-time with our customers maximizing the value for our customers.
• You will be building strong relationships to our clients and support them in using our products and in making the right customer service decisions.
• You will be part of a dynamic delivery organization working closely together with our team of AI Trainers.
• Gathering and providing feedback to our roadmap for new features etc.

The must haves 💪

• Fluency in both Danish and English language (spoken & written).
• A bachelor’s degree or above, or alternatively, high-school education focused on tech and/or communication. Examples of good educational matches include “Communication and IT”, “IT and Learning”, “Digital Design and Interactive Technologies”, “HA (IT)”, Business, Commerce and similar.
• An analytical brain that can quickly identify and suggest enhancements for our solutions at customers as well as product improvements.
• Business understanding that will allow you to work closely with clients and partners.
• You are a confident communicator.
• Interest in tech, easy learner, eager to learn and perhaps some tech background.
• You don’t stop before our customers are happy.

The nice to haves ➕➕➕

• Experience with genAI, chatbot or similar customer contact solutions.

The location

This role is located in Copenhagen, Denmark, with expectation of 2-3 days/week in the office; we can also accept applications from those in Aarhus though, as we have 1 employee based there.

What’s In it for You? 💰

• Competitive industry benchmarked salary
• Flexible, hybrid approach to working; split your time between the office and home
• You get to be part of a fun, driven and supportive team
• Gift on your birthday
• Annual Summer and Christmas parties
• Excellent development opportunities and a great company culture

What to expect from the interview process ❔

• Screening call with Talent Acquisition
• 1st interview with VP of Operations & an existing AI Trainer in the team.
• 2nd stage: psychometric & IQ assessments
• Final interview in person with VP of Operations & Solution Architect Manager

Puzzel Values 🎯

• Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.
• Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.
• Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion 🌍

We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.
• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.
• We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.
• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.
• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing ☝🏻

Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.