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Alan is a prevention-focused health insurance company integrating insurance, prevention, and care into a single platform. The company serves 1M+ members across 40K+ companies and has reached €800M+ in ARR, with 1000+ employees across France, Spain, Belgium, and Canada.
You will join a 100+ person Care team providing timely, transparent, and empowering support to Alan members. Your primary mission is to help members and business customers maximize the value from their coverage while developing deep expertise in healthcare systems and Alan's products.
Beyond frontline support, you will own strategic projects to scale Care operations in Canada and improve member experience. This includes collaborating with Product, Operations, Sales, and Insurance teams; adapting Care processes from Alan's European markets to the Canadian context; managing onboarding for new company clients; and contributing to proactive support initiatives and cross-functional improvements. You will work with high autonomy within a small team and have the opportunity to mentor and help hire additional Care team members.
The role is hybrid, based in Toronto with approximately four days per week in-office. You must be able to work from Toronto or relocate there.
REQUIREMENTS:
- 3+ years of relevant experience in member/customer support, operations, project management, product, or account management
- Fluent 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
- Comfortable with technology and multi-channel support; enthusiastic about using AI to structure information, speed up repetitive tasks, and improve efficiency
- Demonstrates empathy, initiative, adaptability, and sound judgment
- Comfortable in dynamic, fast-growing environments; able to adapt quickly and manage multiple priorities independently
- Constructive, growth-oriented mindset
- Experience mentoring or leading others, or interest in developing these skills
- Knowledge of the Canadian healthcare system is an asset
