AI Trainer – Customer Enablement

Job description

Puzzel is the leading European Contact Centre as a Service (CCaaS) provider.

We are headquartered in Oslo, Norway and have operations across Sweden, Denmark, Finland, United Kingdom, Bulgaria and the Netherlands.

AI Trainer – Customer Enablement
Aarhus/ Copenhagen, Denmark

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service.

Our platform combines omnichannel contact centre, 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, ‘


• Puzzel was recognised as the ' and top 3 globally by Frost & Sullivan in 2023
















• 2023







• Puzzel places high importance on work-life balance and flexible working hours - as recognised by , placing 16th overall for work:life balance in 2025!


• We are working with on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €57m revenue in FY 2024 (up from €50m in 2023)


• Currently ~300 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 play a key role in delivering high-quality AI solutions to our customers.

You will work at the intersection of technology and customer success, helping clients maximize the value of our AI platform — including virtual agents (chatbots, voicebots, mailbots) and conversational intelligence solutions.

You’ll be responsible for both configuring AI solutions and ensuring customers are trained and empowered to use them.

Working closely with implementation and configuration specialists, as well as customer success managers, you’ll help shape how AI is used in real-world customer service scenarios.

Responsibilities:

• AI Solution Delivery: Configure and deliver AI solutions through our front-end platforms (BotStudio and SupSearch).


• Customer Enablement: Train and support clients on our solutions, guiding them through onboarding, best practices, and launch planning.


• Consulting & Advisory: Act as a trusted advisor to clients, helping them design and optimize their use of virtual agents and conversational intelligence.


• Quality Focus: Ensure conversational intelligence foundations are correctly set and quality standards are met for each delivery.


• Cross-functional Collaboration: Work closely with Implementation Specialists, Configuration Specialists, Customer Success Managers and Developers.


• Feedback Loop: Test new features, provide structured feedback, and share customer insights with product and development teams.


• 2nd-Line Support: Provide second-line support to customers and resolve more complex technical and configuration issues.

The must haves 💪

• Fluency in both Danish and English language (spoken & written).


• An analytical brain that can quickly identify and suggest enhancements for our solutions at customers as well as product improvements.


• 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.


• Familiarity with Python.


• 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.


• Experience as an assistant teacher or teaching experience - especially if you've helped others learn technical or digital tools.

The location

This role is located both in our Copenhagen and Aarhus offices, with expectation of 2-3 days/week in the office.

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


• 1^st interview with Operations Manager 


• 2^nd stage: psychometric & IQ assessments


• Final interview in person with Operations Manager, an existing AI Trainer in the team & the CCO

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 , who have significantly higher-than-average talent pools of candidates from diverse backgrounds.





• We are working with State Employment initiatives in
  and
  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.

Required Skill Profession

Computer Occupations