Operations Analyst

• 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.

• 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

BigQuery experience a plus

• 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
• 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 Friday, 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
• Remote Work: enjoy 2 days of remote work per week to optimize your focus and efficiency