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Alan is a prevention-focused insurance and healthcare company serving 1M+ members across Europe and Canada. The company integrates insurance, prevention, and care into a unified platform, operating at €800M+ ARR with 1000+ employees.
You will join a 100+ person Care team providing member support and driving operational improvements. Your primary responsibilities include:
**Core Support Functions:**
- Deliver timely, transparent, and empowering support to Alan members and business customers
- Develop deep expertise in healthcare systems and Alan's product offerings
- Help members maximize the value of their coverage
- Support new company onboardings
- Gather and share member insights to inform product and service improvements
**Strategic & Scaling Initiatives:**
- Own strategic projects to scale Care operations in Canada and enhance member experience
- Adapt proven Care processes from France, Spain, and Belgium to the Canadian context
- Collaborate cross-functionally with Product, Operations, Sales, and Insurance teams
- Work with high autonomy within a small, growing team
- Shape onboarding workflows, proactive support strategies, and cross-functional improvements
- Contribute to hiring and optionally mentor Care team members
This is a hybrid role based in Toronto, requiring approximately four days per week in-office. You will have access to comprehensive benefits including six weeks vacation, 100% employer-covered health insurance, fully reimbursed TTC transit pass, 4% RRSP matching, and learning/development opportunities.
**Requirements:**
- 3+ years of relevant experience in member/customer support, operations, project management, product, or account management
- Fluency in written and spoken English and French (mandatory)
- Genuine passion for member support and problem-solving
- Excellent communication and organizational skills; ability to simplify complex topics
- Comfort with technology and multi-channel support; enthusiastic adoption of AI tools for efficiency and quality improvement
- Demonstrated empathy, initiative, adaptability, and sound judgment
- Ability to thrive in dynamic, fast-growing environments; manage multiple priorities independently
- Constructive, growth-oriented mindset
- Experience mentoring or leading others, or genuine interest in developing these skills
- Must be able to work from Toronto or relocate
**Assets:**
- Knowledge of the Canadian healthcare system
- Prior experience in Operations, Project Management, Product, or Account Management
