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Alan is building the new standard of preventive insurance, integrating insurance, prevention, and care into a single user experience. The company works with over 40,000 businesses of all sizes, supports over one million members, and has achieved over €800 million in annual recurring revenue.
You will join a customer support team of 100+ specialists, working closely with Operations, Product, Sales, Insurance, and other teams. Your mission is to support Alan members with speed, clarity, and compassion, helping them understand their coverage and move forward with confidence.
Key responsibilities:
- Develop expertise in healthcare systems and Alan's products
- Help members and client companies maximize their coverage benefits
- Share observations and ideas to continuously improve products and services
- Participate in onboarding new client companies
- Collaborate with cross-functional teams on strategic projects and initiatives
- Contribute to developing customer support operations in Canada
- Adapt processes from France, Spain, and Belgium teams to the Canadian context
- Work autonomously within a human-scaled team
- Improve company onboarding, proactive support, and member experience
- Participate in recruiting and mentor other support team members if interested
This is a hybrid role based in the Toronto office, requiring four days per week on-site. You will have the opportunity to grow Alan's customer support business in Canada while supporting a diverse member base.
REQUIREMENTS:
- Minimum three years of relevant customer support or related experience
- Deep passion for supporting members and solving problems
- Excellent communication and organizational skills
- Ability to simplify complex healthcare topics and make them accessible
- Fluent in both French and English (written and spoken) — essential for the role
- Comfortable with technology, multi-channel support, and enthusiastic about using AI to structure information, accelerate repetitive tasks, improve response quality, and identify process efficiencies
- Demonstrates empathy, initiative, adaptability, and sound judgment
- Thrives in dynamic, high-growth environments; manages multiple priorities autonomously and contributes to continuous improvement
- Critical and constructive mindset with genuine desire to learn and grow
- Prior experience in mentoring or leadership, or willingness to develop these skills
- Preferred: knowledge of the Canadian healthcare system; experience in operations, project management, product, or account management
