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Alan is a prevention-focused health insurance company integrating insurance, prevention, and care into a single user experience. The company serves 1M+ members across 40K+ partner companies and has reached €800M+ in ARR, with 800+ employees across France, Spain, Belgium, and Canada.
You will join a 100+ person Care team as a Bilingual Member Support Expert, providing timely, transparent, and empowering support to Alan members. Your core responsibilities include developing expertise in healthcare systems and Alan's products, helping members and business customers maximize their coverage value, and sharing insights to drive continuous product and service improvements.
Beyond day-to-day member support, you will own strategic projects to scale Care operations in Canada and enhance the member experience. This includes adapting existing Care processes from European markets to the Canadian context, collaborating with Product, Operations, Sales, and Insurance teams, supporting new company onboardings, and contributing to hiring and mentoring of Care team members. You will work with high autonomy within a small team while contributing to cross-functional improvements.
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. The position offers competitive compensation including salary, equity, and comprehensive benefits within the A2-B1 range, plus six weeks of vacation, flexible hours, 100% health insurance coverage for you and family, fully reimbursed TTC pass, 4% employer matching through Group RRSP, high-quality equipment (MacBook Air, Bose headphones), and extended parental leave.
REQUIREMENTS:
- Minimum 3+ years of relevant customer support, operations, or related experience
- 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 healthcare topics
- Comfortable with technology, AI-powered tools, and multi-channel support
- Demonstrates empathy, initiative, adaptability, and sound judgment
- Can work independently, manage multiple priorities, and contribute to continuous improvement
- Constructive, growth-oriented mindset with interest in mentoring or leadership development
- Knowledge of Canadian healthcare system is an asset
- Experience in Operations, Project Management, Product, or Account Management is welcome
