AI Trainer – Customer Enablement

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 25 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 16th overall for work:life balance in 2025!
• We are working with Mercer 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