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.

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

Thrive in an international and inclusive environment: everyone has a place at papernest.
Compensation: a plan for Subscription Warrants for Company Creators (BSPCE) in accordance with company regulations, as well as a Pluxee card to manage your tax level through a voluntary compensation system across different services (transportation, dining, and childcare).
As a home insurance provider and a supplier of green electricity and gas, we offer attractive deals to our employees.
Health: medical insurance through Alan or Sanitas 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.

Operations Analyst

Key skills