Deal Desk Analyst

Remote-first, UK-based | £50-55k

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 we are already seeing some great success in the Netherlands since opening the entity in mid-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

You’ll be the first line of quality in our commercial process, ensuring every deal in Salesforce and CPQ is complete, accurate, and properly approved. You’ll catch issues early, maintain clarity for Finance, Billing, and Legal, and help Sales get deals right the first time.

You’ll learn our pricing, products, and contract rules, applying them consistently to keep the process efficient and compliant. When something’s off—whether configuration, discount, or terms—you’ll spot it quickly and resolve it.

Beyond daily checks, you’ll work with Finance, Billing, and Legal to identify patterns and remove friction in deal flow. You’ll also support RevOps with ad hoc Salesforce analysis, checking data quality and interpreting trends that impact deal velocity and forecasting.

Your work will make our deal process smoother, faster, and more predictable for everyone involved.

Responsibilities

Deal Intake & Quality Control

• Review deals in Salesforce and CPQ for completeness and accuracy; return unclear items and document key decisions for downstream teams.

• Support RevOps with ad hoc checks to ensure data integrity and spot recurring issues.

Pricing, Configuration & Approvals

• Ensure pricing rules, discount thresholds, and approval paths are followed.

• Flag issues, route exceptions, and record approvals to maintain clarity.

• Perform light analysis on discount or configuration trends when needed.

Contract & Commercial Checks

• Validate order forms and terms, involving Legal only when necessary and keeping clear notes.

• Highlight recurring contract issues and provide quick analysis to improve guidance.

Sales Guidance

• Help AEs structure deals correctly through clear, consistent guidance—not admin work.

• Use Salesforce reports to show recurring errors or bottlenecks and prevent repeat issues.

Cross-Functional Alignment

• Partner with Finance, Billing, and Legal to surface problems early and share context for quick resolution.

• Spot patterns through simple data reviews to help teams prevent future issues.

The must haves 💪

• Be UK resident with full right to work without sponsorship

• Fluent English

• Confidence and conviction – ability to persuade, influence and push back

• Hands on experience in a B2B SaaS environment with multiple products or pricing structures

• Comfortable navigating Salesforce (or another CRM) to review deals, approvals and data quality

• Analytical mindset, able to spot patterns or inconsistencies in deal data and interpret basic Salesforce reports

• Basic to intermediate spreadsheet skills for simple checks and ad hoc analysis

The nice to haves ➕➕➕

• Previous Deal Desk or Sales Operations experience

• Experience working with a CPQ tool

• Salesforce reporting experience (filters, groupings, basic report edits)

• Exposure to billing, finance or contract workflows

• PowerBI or similar BI tools as a viewer (no dashboard building required)

• Experience documenting decisions or maintaining audit trails in a commercial process

The location

You must be a UK resident with full eligibility to work. We work on a remote-first approach so whilst we have an office near London Liverpool Street you can use, expect to be almost 100% home-based.

What’s In it for You? 💰

• Competitive salary based on Mercer salary benchmarking data - £50-55k

• 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

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 at the start of 2023 to 4 men: 5 women.

• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023 and 41% in 2024!

• 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.