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.
Responsibilities

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 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

📌 Operations Analyst (Barcelona)
🏢 papernest
📍 Barcelona