Operations Analyst - Permanent - Barcelona

Since 2015, papernest has been transforming the way people manage their contracts, making subscription, management, and switching simple through one smart, intuitive platform.

We have supported more than 2 million customers across France, Spain, and Italy. Along the way, we have continued to invest in new verticals, establishing papernest as a high-performing, innovative, and competitive scale-up in a fast-growing market.

With over 900 employees, we are strengthening our position as a European market leader. 

This role will be essential to the development of papernest energía as an energy provider, with end-to-end involvement in the operation and a direct, real impact on our B2C customers.

As a Business & Operations Analyst, your missions will be to:

- Design and own end-to-end automation & AI-driven initiatives (voicebots, automated workflows) to reduce churn, non-payment rate, and improve activation and NPS
- Lead retention & loyalty initiatives (welcome calls, retention cell, cancellation/churn analysis) with the goal of extending customer lifetime value
- Define and manage the debt recovery strategy: payment plans, cash collection agency performance, escalation process for high-value debts
- Build and maintain daily/weekly/monthly performance dashboards, reporting on the main KPIs of the business (activation rate, non-payment rate, NPS, etc.)
- Contribute to the Customer Care team by supporting with the capacity planning (FTEs), monitoring, automations, etc.

You are the key stakeholder building the bridge between all groups evolving around our customer base management. You will be in constant contact with: Customer Care, Finance, Product, Tech and Data teams.

KPIs you own:
- Activation rate and velocity
- Non-payment rate and debt recovery rate
- Customer care treatment time and QOS
- Client satisfaction NPS
- Automation/AI initiative delivery and adoption

Your profile : 

• 1–3 years of experience in operations, business analytics, or process automation — ideally in a start-up/scale-up environment or a consulting firm

• Experience working with multiple cross-functional stakeholders and/or understanding of the B2C market

• SQL proficiency is a must (BigQuery experience a plus)

• Experience or genuine interest in automation/AI tools (workflow automation, voicebots, Make/Zapier-type tools)

• Fluent in English and Spanish

What we offer :

Thrive in an international and inclusive environment: everyone has a place at papernest. With over 46 different nationalities, it’s not uncommon here to start a sentence in English and finish it en français or en español ¡

💸 Compensation: a plan for Subscription Warrants for Company Creators (BSPCE) in accordance with company regulations, as well as aPluxee card to manage your tax level through a voluntary compensation system across different services (transportation, dining, and childcare).

🏆 Benefits: as a home insurance provider and a supplier of green electricity and gas, we offer attractive deals to our employees. After all, there’s no reason why things should only be simpler for our customers!

🩺 Health: medical insurance throughAlan orSanitas to manage your healthcare expenses in an ultra-simple, paperless way, with up to 50% coverage by papernest (after 6 months in the company).

🍽️ Meals & partnerships: a healthy breakfast offered every Friday, as well as partnerships with various services in Barcelona (restaurants, sports, leisure, and care centers).

📚 Training: the development of our employees is essential. You will have access to ongoing training tailored to your goals, whether it involves technical, language, or managerial skills.

📈 Career Development: numerous opportunities are available for you to grow, whether by deepening your expertise or exploring new paths. We support you in your professional ambitions.

✨ Remote Work: enjoy 2 days of remote work per week to optimize your focus and efficiency.

Hiring process:

• 1st call withSélimTalent Acquisition Specialist - 30mn

• Interview withDaniel your future manager - 1h

• Business Case - 1h

• Interview withIlan member of the team - 1h

Interested in this challenge? 🙂

Don’t hesitate any longer—we look forward to meeting you! Regardless of your age, gender, background, religion, sexual orientation, or disability, there’s a place for you with us. Our selection processes are designed to be inclusive, and our work environment is adapted to everyone’s needs.

We particularly encourage applications from women. Even if you feel that you don’t meet all the criteria outlined in this job posting, please know that every application is valuable. We strongly believe that diverse and varied backgrounds enrich our team, and we will carefully consider your application. Parity and diversity are essential assets to our success.