Sales Development Representative - SaaS SDR - London area

Sales Development Representative – SaaS SDR – London area

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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
• 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 we continue to expand our market share in the UK, we are looking for a Sales Development Representative (SDR) who will support our existing team of 4 Account Executives, by partnering with them to map the market, understand target companies and buyer personas, and hopefully convert cold outreach into genuine interest from companies who are viable Puzzel customers.

This role is available due to an internal promotion from SDR to Account Executive, so we hope the same will come for any future SDRs that join the business.

Responsibilities

• Engage with potential business customers through a variety of channels like LinkedIn, Phone, Email + other automated outreach tools to gain their initial interest and book demos for the Sales Executives, who will then go into more detail and hopefully close the deal!
• Learn how to sell AI driven technology
• MEDDPICC (Metrics, Identified Pain and Identifying Potential Champion) qualification combined with Challenger Sales methodology, to ensure that the prospects you are engaging with have the potential to convert into a closed deal.
• Understand our ICP (Ideal Customer Profile) and Go-To-Market strategy, to ensure you are targeting the right prospects.
• Partner closely with Sales Executives to create joint account plans, product demonstrations and close revenue for the company.
• Collaborate with Marketing to nurture leads through events, industry reports and outbound content.

You should be a driven and confident individual, willing to learn from your setbacks. Previous B2B experience including outbound cold-calling is a must for this hire, even if not purely in a BDR/SDR role.

You must be resilient and target and/or money motivated, but the rewards are plentiful, as is the opportunity for career development.

Must Haves

• You must have native-level fluency in English
• Driven, money-motivated and intelligent
• Commercial experience in a b2b setting, with experience and proven success in cold-calling and prospecting.
• Experience with AI technology or SaaS

Nice to Haves

• CCaaS, CX or relevant industry experience
• SDR/BDR/Outbound B2B Sales experience
• Co-piloting SDR AI agents or AI platforms
• Groove or other cadence management systems
• Cognism, Hunter or similar scraping tools

We will, however, consider those with limited experience with the right attitude and traits.

What’s In it for You?

• Competitive salary + (uncapped) commission. Realistic earnings of c. £50k+ per annum
• Please note, the advertised £36,000 is for those with prior experience. This will be adjusted for inexperienced candidates(absolute minimum of £30k)
• 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
• 1st interview with SDR Director
• 2nd interview with wider commercial/marketing function
• Final panel interview with SDR Director, VP Sales + 1 more
• 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.

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.