Experteer Overview
In this role you will drive end-to-end automation and AI-powered initiatives to improve activation, retention and customer satisfaction for papernest energia. You will own debt recovery strategy, develop performance dashboards, and support capacity planning across customer care, finance, product, tech and data teams. You’ll bridge multiple groups around customer lifecycle, shaping initiatives that reduce churn and improve NPS while delivering measurable business value. This is a hands-on, cross-functional role in a fast-growing scale-up with a strong focus on customer impact and operational excellence.

Compensaciones / Incentivos
• Design and own end-to-end automation and AI-driven initiatives (voicebots, automated workflows) to reduce churn, non-payment rate and boost activation and NPS
• Lead retention and loyalty initiatives (welcome calls, retention cell, churn analysis) to extend customer lifetime value
• Define and manage the debt recovery strategy (payment plans, performance of cash collection agencies, escalation process for high-value debts)




• Build and maintain daily/weekly/monthly dashboards, reporting on KPIs (activation rate, non-payment rate, NPS)
• Contribute to the Customer Care team by supporting capacity planning, monitoring and automations
• Serve as key stakeholder linking Customer Care, Finance, Product, Tech and Data teams

Responsabilidades
• 1-3 years of experience in operations, business analytics, or process automation
• Experience working with multiple cross-functional stakeholders and/or understanding of the B2C market
• SQL proficiency (BigQuery a plus)
• Experience or interest in automation/AI tools (workflow automation, voicebots, Make/Zapier)
• Fluent in English and Spanish

Requisitos principales
• remote work: 2 days per week
• health insurance (Alan or Sanitas) with significant coverage
• Pluxee card for tax management
• BSPCE subscription warrants for creators
• meals/friday healthy breakfast and corporate partnerships
• training and career development opportunities

📌 Operations Analyst - Permanent - Barcelona
🏢 papernest
📍 Barcelona