AI Trainer

About Puzzel

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.

Our Ambition

We're a rapidly growing company with a strong presence in the Nordics, UK, and expanding into new markets. Our goal is to become the clear European market-leader in the coming years.

Why We're Proud

• We've been recognized as a winner of the 2024 CX Awards for 'Best Mid-Market Contact Center Platform.'
• We were recognized as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023.
• We were named Best Practices Company of the Year 2023.
• We consistently receive high Glassdoor ratings.
• We achieved a 2023 customer NPS score of 37.
• We prioritize work-life balance and flexible working hours, recognized by Flexa as one of the top companies in 2023.
• We're working with Mercer on salary benchmarking to ensure pay equality and market competitiveness.

Key Data Points

• We generated €50m in revenue in FY 2023, up from €45m in 2022.
• We have approximately 295 employees.
• We serve over 1100 businesses across 40 countries.
• We handle ~60,000 customer service agents on a daily basis and process 800 million customer interactions yearly.

About the Role

As an AI Trainer, you'll be responsible for training and supporting our customers on how to use our AI products, such as chatbots, emailbots, and voicebots. You'll understand our customers' needs, have excellent communication skills, be curious about new technologies, and ideally have experience with similar technologies in the gen AI/webchat/chatbot space.

Responsibilities

• You'll understand our clients' business and help them maximize value using our AI platform.
• You'll be responsible for delivering and building solutions on-time with our customers, maximizing the value for our customers.
• You'll build strong relationships with our clients and support them in using our products and making the right customer service decisions.
• You'll be part of a dynamic delivery organization working closely with our team of AI Trainers.
• You'll gather and provide feedback to our roadmap for new features.

Requirements

• 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.
• 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're 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.

Nice to Have

• Experience with gen AI, chatbot, or similar customer contact solutions.

Location

This role is located in Copenhagen, Denmark, with an expectation of 2-3 days/week in the office. We can also accept applications from those in Aarhus.

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 organization 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.

Our Commitment

• We've increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.
• We're partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.
• We're 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.
• We're raising awareness and transparency to further attract a diverse workforce.