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:

- 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
- 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 versátil 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

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.

About Us

At papernest, we believe that moving home and managing everyday contracts should be simple, seamless, and stress‑free. We are a fast‑growing European scale‑up on a mission to simplify one of life’s most complicated moments: moving. Our platform allows users to centralize, subscribe, transfer, and manage all their essential contracts—such as energy, internet, insurance, and more—in one place, completely free of charge. Founded in Paris, papernest has grown into a multicultural company operating across several European markets. Our teams combine technology, product innovation, and operational excellence to deliver a smooth experience for millions of users. We are driven by impact. Every improvement we make in our product directly helps people save time, reduce administrative burden, and regain control over their daily lives.

Our Culture

We value ownership, curiosity, and collaboration. At papernest, ideas matter more than hierarchy, and everyone is encouraged to contribute to shaping the product and the company. We move fast, test, learn, and iterate. Ambition and pragmatism go hand in hand: we aim high, but we focus on delivering real value every day. Diversity and international collaboration are part of our DNA, with teams bringing together a wide range of backgrounds, experiences, and perspectives.

Why Join Us

Joining papernest means becoming part of a company that is scaling rapidly while staying deeply focused on user experience and impact.

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📌 Operations Analyst (Barcelona)
🏢 papernest Spain
📍 Barcelona