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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 providing timely, transparent, and empowering support to Alan members. Your mission is to help members and business customers understand and maximize their coverage while contributing to strategic improvements in Canada's Care operations.
Key responsibilities:
- Develop expertise in healthcare systems and Alan's products to support members effectively
- Help members and corporate clients get maximum value from their coverage
- Share observations and insights to improve products and services continuously
- Support onboarding of new corporate clients
- Collaborate with Product, Operations, Sales, Insurance, and other teams on strategic initiatives
- Adapt existing Care processes from France, Spain, and Belgium to the Canadian context
- Work autonomously within a small team while managing multiple priorities
- Contribute to hiring and optionally mentor other Care team members
- Help shape member onboarding, proactive support, and cross-functional improvements
You will work hybrid from Alan's Toronto office, approximately four days per week in-person. The role offers significant autonomy and the opportunity to help scale Care operations in Canada while improving member experience.
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 for diverse audiences
- Comfortable with technology, AI-powered tools, and multi-channel support platforms
- Demonstrates empathy, initiative, adaptability, and sound judgment
- Can work independently, manage multiple priorities, and contribute to continuous improvement
- Constructive, growth-oriented mindset with critical thinking
- Experience mentoring or leading others, or genuine interest in developing these skills
- Must be able to work from Toronto or willing to relocate
Assets:
- Knowledge of Canadian healthcare system
- Experience in Operations, Project Management, Product, or Account Management
