LMS Administrator & Content Creator

LMS Administrator & Content Creator
United Kingdom (remote-first, UK based only)
Permanent | £35,000-40,000

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 🏡💻

We are seeking a highly skilled and detail-oriented LMS Administrator & Content Creator to manage our Learning Management System (LMS), create engaging eLearning content for both internal users and end clients, and support our organization’s training initiatives.

The ideal candidate will have extensive experience with Articulate 360 + familiarity with the Northpass LMS and PowerBI is highly preferred.

This role will ensure that our LMS is effectively utilized, that learning content is compelling and relevant, and that we have insights into the effectiveness of our training programs through data analysis.

LMS Administration:

• Manage day-to-day operations and drive adoption of the Learning Management System (LMS), ensuring smooth operation and optimal performance.
• Set up, configure, and maintain courses, curriculums, learning paths, and user accounts within the LMS.
• Troubleshoot and resolve technical issues related to the LMS, coordinating with IT or vendors as necessary.
• Manage user access, roles, and permissions, ensuring data security and compliance.
• Monitor LMS usage, system performance, and learner progress through Power BI reports and dashboards.
• Provide support to learners and stakeholders, including responding to inquiries and creating instructional guides.

eLearning Content Development:

• Develop and design high-quality eLearning content using Articulate 360, including Storyline, Rise, and other authoring tools.

• Create engaging, interactive courses, assessments, simulations, and multimedia content tailored to different learning styles.

• Collaborate with subject matter experts (SMEs) to convert raw content into structured and effective training materials.

• Ensure all content is SCORM/AICC/xAPI compliant and compatible with the LMS.

• Continuously evaluate and update existing content to maintain relevance and effectiveness.

Data Reporting and Analytics:

• Utilize Power BI to generate and maintain reports that provide insights into course completion rates, learner engagement, performance, and training effectiveness.

• Conduct regular analysis of LMS data to identify trends, areas for improvement, and opportunities to enhance learner engagement.

• Assist in tracking and measuring the impact of training programs on employee performance and organizational goals.

Collaboration & Support:

• Work closely with various departments (e.g. Our Centre of Excellence, Sales, Product, Customer Success) to understand their training needs and align learning strategies accordingly.

• Provide training and support to internal teams on how to use the LMS and content creation tools.

• Collaborate with external vendors and software providers to ensure seamless integration of third-party tools and updates.

Preferred Experience (Gainsight/Northpass):

• Experience using Northpass (recently acquired by Gainsight) for learning management or customer education is highly desirable.

• Leverage Northpass to enhance customer education programs and drive user adoption.

• Assist in the integration and usage of these platforms to complement internal LMS systems and external customer education needs.

The must haves 💪

• Minimum 5 years of experience as an LMS Administrator or in a similar role.

• Self-driven & autonomous.
• Proven experience with Articulate 360 suite, including Storyline and Rise.

• Experience developing training content for a SaaS solution

• Video editing skills (ideally with Camtesia, Synthesia, Adobe Premiere Pro or equivalent)

• Strong knowledge of LMS systems and e-learning standards

The nice to haves ➕➕➕

• Bachelor’s degree in Education Technology, Instructional Design, Computer Science, or a related field.
• PowerBI
• Proficiency in using Power BI for data analysis and reporting.
• Experience with Gainsight or Northpass
• Integration Tools: Zapier, APIs, SSO (Single Sign-On), LDAP

The location

This role is remote-first and can be based anywhere in the UK, but you must be based in the UK and have eligibility to work there.

What’s In it for You? 💰

• £35,000-45,000
• Flexible hours and remote-first set-up
• 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
• 1^st interview with Director of Adoption
• A case study to prepare + present to Director + opportunity for follow up questions
• Final interview with Chief Customer Officer & Chief of Staff

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.