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

📌 Operations Analyst (Barcelona)
🏢 papernest Spain
📍 Barcelona