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Alan is a health insurance and preventive care company integrating insurance, prevention, and healthcare into a unified user experience. The company serves over 1 million members across multiple European markets and has achieved €800M+ ARR.
As a Care Expert, you will be the frontline support for Alan's members, handling inquiries via chat, email, and phone. Your primary responsibility is to resolve member questions in a meaningful, pleasant, and efficient manner while delivering exceptional customer service on health-related matters.
Beyond member support, you will contribute to improving Alan's operations and product. This includes analyzing support interactions, identifying process improvements, proposing solutions, and implementing better tools and workflows. You'll work on projects aligned with your interests and background, contributing to continuous operational enhancement.
You will also grow your expertise in healthcare and insurance while mentoring new team members as the Belgian care team expands. The role offers the opportunity to be part of building and developing a growing team in a fast-scaling company challenging a traditional sector.
The Belgian care team is currently small with significant growth ambitions. You will be directly involved in building, nurturing, and improving the team culture and capabilities.
REQUIREMENTS:
- Minimum 2 years of experience in customer support, education, or communication
- Bilingual: English + Dutch (required)
- Passion for member care and problem-solving
- Strong written communication skills
- Comfortable with computers and technology
- High empathy and emotional intelligence
- Motivated and entrepreneurial mindset
- Enthusiasm for teamwork, learning, and mentoring others
- Legal authorization to work in Belgium or France
- Willingness to complete a mandatory insurance knowledge exam within the first year (exam paid by Alan; some exemptions possible)
Bonus: Familiarity with the Belgian healthcare system (training provided if not).
