HR Manager - Denmark

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.

HR Manager - Denmark
Copenhagen, Denmark

Puzzel: The Low-Down

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.

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 25^th out of all companies they partner with in 2023!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €50m revenue in FY 2023 (up from €45m in 2022)
• Currently ~295 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

The People team at Puzzel is spread across Oslo, Stockholm, Sofia and the UK currently. This is a brand new role due to expansion, where you’ll be responsible for our entire Danish entity and workforce.

We believe this is a fantastic opportunity for someone relatively early (c. 3-5 years) in their HR career looking to step up into a role with full ownership over the Danish HR function.

To thrive in this position, we believe you must enjoy working in a fast-paced and evolving environment, you want to work autonomously with ownership and accountability for your region and are excited to initiate projects and drive People & Culture into the future.

Key Responsibilities

• Act as a Business Partner to Managers across the business, providing advice and support on people-related topics with the goal to maximize talent retention.
• Manage the operational end-to-end HR service on the full employee lifecycle: onboarding; offboarding; grievances; performance management; investigations; disciplinaries; terminations; benefits administration, and any other key processes.
• HR Analytics & Reporting: use HR metrics and data to inform decision-making, track workforce trends, and provide actionable insights to leadership.
• Manage local employee relations.
• Act as the local expert on Danish employment law and best practice. Keep updated on local employment law to ensure the company maintains compliance.
• Help to develop and implement People strategies and policies aligned with the overall business strategy.
• Build and nurture Puzzel´s company culture and together with the rest of the HR & People team create an environment where people can thrive, ensuring that the organisation’s values are lived and reflected in people-oriented decisions.
• Support Talent Management and succession plan strategies and ensure that Puzzel is providing challenging opportunities or stretch assignments to our key talent.
• Diversity, Equity, and Inclusion (DEI): champion diversity, equity, and inclusion initiatives, ensuring that Puzzel is a diverse and welcoming workplace for all employees.
• Support the move and selection to a new office in Copenhagen.

The must haves

• 3-5 years’ experience in HR, with experience & knowledge across the full operational lifecycle in Denmark.
• Native level fluency in Danish and fluent English (our company language is English).
• Current/up-to-date knowledge of Danish employment law.
• Independent and proactive – you always look for opportunities to improve and want to take ownership as much as possible.
• Systematic, structured and results driven.

The nice to haves ➕➕➕

• Formal education in HR
• Experience within a smaller organisation of c. 50-200 employees
• Experience in SaaS
• Knowledge/experience of employment laws in other Nordic countries is highly advantageous
• You’ve worked for a PE or VC-backed organisation
• Experience with Mergers & Acquisitions

The location

This role will be based in central Copenhagen, with expectation of 2-3 days/week in the office.

What’s In it for You?

• Competitive 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 ❔

• 1^stinterview with Talent Acquisition
• 2^nd interview with Chief People Officer
• Final on-site meeting with local team + Nordics HR 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 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 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.