Professional Services Coordinator & Delivery Support
London, UK (hybrid) · £30,000 – £40,000

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

• Recognised as an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar

• 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

• 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

Read more about us here.

What you'll do 🏡💻

This is a great opportunity for someone early in their career who wants to get into professional services delivery. As PS Coordinator & Delivery Support, you'll sit at the heart of how Puzzel delivers change for its customers — keeping timebank requests moving, stakeholders informed, and delivery on track.

You'll work directly with customers and partners day to day, coordinating requests from first contact through to completion. You'll report to the PMO Manager within a growing Professional Services team, with a clear path to more senior roles for the right person.

This role could suit someone from the following backgrounds: project management, office management, sales coordinator, personal/executive assistant – essentially anything with a high volume of administration and coordination + communication with stakeholders and/or clients!

Core responsibilities

Timebank request coordination

• Own the timebank request inbox — triage incoming requests, log them accurately, and make sure nothing gets missed

• Run initial intake conversations with customers and partners to capture requirements clearly before any work is assigned

• Coordinate with Delivery Leads to identify and assign the right resource based on skills, availability, and budget

• Make sure every request has a clear scope, confirmed budget, and the right approvals in place before delivery begins

• Keep the system accurate and up to date throughout the lifecycle of every request

Stakeholder communication

• Stay on top of all open requests and chase updates proactively — from internal delivery resources, customers, and partners

• Give customers and partners regular, useful updates — not just when something goes wrong

• Flag risks and delays early so the team can respond before they become problems

• Be the reliable point of contact that customers and partners actually hear back from

Quality and governance

• Review requests for completeness before they move forward — push back constructively where scope, budget, or sign-off is missing

• Keep the system clean: statuses, notes, and hours tracked correctly and consistently

• Support the PMO Manager with reporting and pipeline visibility across the timebank portfolio

• Help improve coordination processes and templates as the function develops

The must haves 💪

• Highly organised — comfortable managing multiple open requests at once without losing track of where each one stands

• Proactive — you chase things before being asked, spot when something is drifting, and deal with it

• Clear communicator — written and verbal, confident with customers, partners, and colleagues at all levels

• Good customer service instincts — you understand that people need timely, useful responses, and you make sure they get them

• Technically curious — comfortable in conversations about software, configuration, and integrations; you don't need to be a developer, but you engage with technical topics confidently and ask the right questions

• Assertive — able to say no when needed, hold others to account, and push back constructively when something isn't right

• A team player — you work well across functions, share information readily, and support the people around you

The nice to haves ➕➕➕

• Experience in a SaaS, contact centre, or technology services environment

• Background in project coordination, PMO, or professional services delivery

• Familiarity with working alongside partners or resellers

• Experience with Salesforce, Klient, or similar project tracking and PSA tools

• Interest in AI and its role in customer experience — curiosity about where the industry is heading

• Dutch language skills — not essential, but a real bonus given our growing Netherlands customer base

The location

This role is based in London, UK, with a flexible hybrid approach. There's no fixed number of office days — we'd expect occasional in-person time (roughly once a month) for workshops and collaborative work, particularly in the first few months.

What’s In it for You? 💰

• Competitive salary based on Mercer salary benchmarking data

• Comprehensive benefits package

• Flexible, hybrid approach to working; split your time between the office and home

• 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 PMO Manager

• 2nd interview with VP Professional Services

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 increased our % of female hires from 23.6% in 2021 to 38.5% in 2023 and 41% in 2024! 2025 dipped back to 34% - but this has never been a tick box exercise, so we just want to make sure the trend remains positive.

• 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.