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Alan (formerly Tanel) is West Africa's leading digital health insurance provider, operating in Senegal and Côte d'Ivoire. Founded in 2022, Tanel has grown to 30,000+ members, a network of 1,200+ health facilities and 400+ pharmacies, with 7x revenue growth in 2025. In 2026, Alan—Europe's prevention-focused health insurance leader with 950M€ revenue and 1M+ members across France, Belgium, Spain, and Canada—acquired Tanel to accelerate expansion across Africa. Together, they aim to build West Africa's leading health insurance platform, targeting $200M revenue by 2030.
As a Care Expert, you will be the primary point of contact for members, ensuring satisfaction and retention. Your time allocation:
80% Member Support:
- Listen, understand, and resolve member issues and requests with clarity and speed
- Provide multi-channel support (phone, chat, email) and manage escalations
- Guide members through health coverage processes and claims
- Handle complaints with empathy, calm, and professionalism, ensuring rigorous follow-up to resolution
- Collaborate with medical, technical, and commercial teams on complex cases
20% Continuous Improvement Projects:
- Identify and implement process improvements
- Analyze member requests to identify and fix product friction points
- Contribute to tool and knowledge base enhancements
- Design initiatives promoting member autonomy
- Share knowledge and mentor colleagues
- Help structure and develop the Care team
Projects are built around your skills, ideas, and Alan's needs.
REQUIREMENTS:
- Minimum 1 year of experience in customer service, client relations, support, or contact center roles
- Fluent French (spoken and written)
- Fluent Wolof (particularly important for this role)
- English proficiency (B2 or higher, spoken and written)
- Comfortable with digital tools and CRM software (HubSpot, Airtable, or equivalent)
- Strong ability to analyze situations, prioritize requests, and find appropriate solutions
- Ability to work effectively in dynamic, fast-changing environments
- Excellent oral communication skills and ability to quickly build trust
- Experience in healthcare, insurance, or support sectors is a plus but not required
Desired Qualities:
- Empathy and active listening
- Patience and composure in difficult situations
- Rigor in request follow-up
- Autonomy and reliability
- Initiative-taking and ability to turn ideas into action
- Teamwork and knowledge-sharing orientation
