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Alan is a prevention-focused health insurance company serving 1M+ members across Europe and Canada. The company integrates insurance, prevention, and care into a unified platform and has reached €800M+ in ARR.
As a Care Expert on the Belgium team, you will be a frontline member of the User Care team, responsible for delivering exceptional customer support to Alan's members. Your responsibilities include:
**Primary Duties:**
- Respond to member requests via chat, email, and phone with transparency, accuracy, clarity, and helpfulness, recognizing the critical nature of healthcare support
- Deliver timely and delightful customer experiences that reflect Alan's commitment to member care
- Collaborate on process improvement and product enhancement projects based on your observations and insights
- Identify gaps in current systems and tools, and propose actionable improvements
- Contribute to building and scaling the Belgium care team as it grows rapidly
- Mentor and support new team members, sharing healthcare and insurance expertise
**Growth Opportunities:**
- Develop deep expertise in healthcare systems, insurance products, and member needs
- Participate in cross-functional projects to improve Alan's platform and operations
- Help shape the culture and processes of a growing care team in an early-stage market
The Belgium care team is currently small but expanding quickly, offering the opportunity to influence team development and establish best practices from the ground up.
**Requirements:**
- 2+ years of experience in customer support, education, or communication
- Bilingual fluency in English and Dutch
- Passion for member care and problem-solving
- Strong written communication skills
- Comfortable with computers and general technology
- Empathetic mindset and entrepreneurial motivation
- Enthusiasm for teamwork, learning, and teaching
- Bonus: familiarity with the Belgian healthcare system (training provided if needed)
- Must be legally eligible to work from Belgium or France
- Note: Insurance is a regulated profession; all agents must pass a basic insurance knowledge test within the first year (exam covered by Alan; some exemptions apply)
