This year marks 10 years since we launched the idea that simplifying our customers' lives is possible by offering an innovative solution that allows them to easily subscribe to, manage, and switch all types of contracts through a unique and intuitive platform.

In that time, we have supported more than 1.5 million customers in France, Spain, and Italy, while investing in new verticals and positioning ourselves as a highly efficient, innovative, and competitive scale-up in a rapidly growing market.

With over 900 employees across 3 locations, we are solidifying our position as a market leader in Europe. We are always on the lookout for talent ready to join a dedicated and motivated team driven by a meaningful project. Working with us means embracing a culture of excellence, innovation, and real impact.

As a Business & Operations Analyst, your missions will be to:

• Design processes to limit the client churn and maximize the activation rate
• Increase customer satisfaction and customer care agents efficiency
• Supervise the dunning process every month, and develop initiatives to decrease the unpaid rate and increase the cash recovery.
• Report performance analysis every week to the team
• Support B2B2C partnerships operationally speaking
• Launch new offers on the Spanish market

You are the key stakeholder building the bridge between all stakeholders groups evolving around our customer base management, external or internal. In that purpose, you will be in constant contact with

• Customer Care team
• Product/Tech team that will take your input to improve our digital UX and our client space to reduce customer care needs or automate processes
• Finance team that is processing billing and cash collection
• Data team
• Sales team

You will be responsible for following KPIs:

• Activation rate and velocity
• Non-payment rate and debt recovery rate
• Customer care treatment time and QOS
• Client satisfaction NPS

You will have to create dashboards, follow, and propose initiatives to improve those KPIs

Your profile : 

• Ideally you had one experience in a start-up, or fast-paced environment
• You are fluent in English and Spanish, French is a plus
• You are a junior profile or graduate student

What we offer :

Thrive in an international and inclusive environment: everyone has a place at papernest. 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 (transportation, dining, and childcare).

🏆 Benefits: as a home insurance provider and a supplier of green electricity and gas, we offer attractive deals to our employees. After all, there’s no reason why things should only be simpler for our customers!

🩺 Health: medical insurance through Alan or Sanitas to manage your healthcare expenses in an ultra-simple, paperless way, with up to 50% coverage by papernest (after 6 months in the company).

🍽️ Meals & partnerships: a healthy breakfast offered every Tuesday, as well as partnerships with various services in Barcelona (restaurants, sports, leisure, and care centers).

📚 Training: the development of our employees is essential. You will have access to ongoing training tailored to your goals, whether it involves technical, language, or managerial skills.

📈 Career Development: numerous opportunities are available for you 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:

• 1st call with Clémence, Talent Acquisition Manager
• Interview with Jules, your future manager
• Business Case
• Interview with Ilan, to deep dive on your future missions

Interested in this challenge? 🙂

Don’t hesitate any longer—we look forward to meeting you! 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.