Operations Analyst

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. In this role you will: 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 What We Offer You: Evolve in an international and inclusive environment: Everyone has a place at papernest, and with over 46 nationalities, it’s common to start a sentence in French and finish it in English or Spanish! 💸 Compensation: a stock options plan (BSPCE) in accordance with company regulations, as well as a Pluxee card to manage your tax brackets through a flexible compensation system covering various services (transport, catering, and childcare). 🏆 Benefits: as a provider of home insurance and green electricity and gas, we offer attractive deals to our employees. After all, there's no reason why only our clients should enjoy simplified solutions! 🩺 Health: medical insurance via Alan or Sanitas to manage your healthcare expenses in an ultra-simple, paperless way, with up to 50% covered by papernest (after 6 months with the company). 🍽️ Meals & Partnerships: a healthy breakfast is provided every Friday , along with partnerships with various services in Barcelona (restaurants, sports, leisure, and wellness centers). 📚 Training: our employees' development is essential. You will have access to continuous training tailored to your goals, whether in technical, language, or managerial skills. 📈 Career Development: numerous opportunities are available 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: 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 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.