Business & Operations Analyst, Papernest

• 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

• 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
• 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

• We usually respond within a day
• 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

• Incredible offices in Barcelona, ​​in the heart of 22@ (1500 m2 of furnished terraces, showers, spaces dedicated to catering and rest, Zen garden, games area, etc.) 5 minutes from Poblenou beach! 🏖️
• Remote working possible 1 day per week (including Monday and Friday)
• Unlimited free coffee and tea!
• Self-service snacks and other delicacies
• Choose between Mac and PC, we take care of the rest 💻
• Paperparty every month to decompress 🎉
• Breakfast offered every Thursday 😋💪
• Great professional challenges
• Brilliant colleagues among whom to grow
• Ambitious development prospects / internal mobility
• Career support programs
• An great international atmosphere
• Regular team training
• Regular events and team building

Total funding: $10.8m

Papernest helps customers manage their utility bills and subscriptions via its online platform. It predominantly focuses on streamlining the administration involved in moving house, like changing or cancelling water bills and gym registrations, with an additional service that works like a more conventional price comparison site for utilities like internet and gas. It is providing a much-needed service in what's proven to be an interestingly narrow and non-competitive niche.