Since 2015, papernest has been transforming the way people manage their contracts, making subscription, management, and switching simple through one smart, intuitive platform.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.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.Customer Care, Finance, Product, Tech and Data teams.1–3 years of experience in operations, business analytics, or process automation — ideally in a start-up/scale-up environment or a consulting firmExperience working with multiple cross-functional stakeholders and/or understanding of the B2C marketSQL 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 SpanishWhat we offer :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 a Pluxee card to manage your tax level through a voluntary compensation system across different services (tr

📌 Business Analyst (Cataluña)
🏢 papernest
📍 Cataluña