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Alan is a healthtech company building the new standard of preventive insurance, integrating insurance, prevention, and care into a single user experience. The company serves over 40,000 businesses, supports more than one million members, and has achieved over €800 million in annual recurring revenue.
You will join a customer support team of 100+ specialists, working cross-functionally 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 growing Alan's customer support operations in Canada
- Adapt processes from France, Spain, and Belgium teams to the Canadian context
- Work autonomously within a lean team structure
- Improve company integration, support proactivity, and member experience
- Participate in recruiting and mentor other support team members as desired
Requirements:
- Minimum 3 years of relevant customer support or related experience
- Fluent in both French and English (written and spoken) — essential for the role
- Excellent communication and organizational skills
- Ability to simplify and make complex healthcare topics accessible
- Comfortable with technology, multi-channel support, and enthusiastic about using AI to structure information, automate repetitive tasks, improve response quality, and identify process efficiencies
- Demonstrates empathy, initiative, adaptability, and sound judgment
- Thrives in dynamic, fast-growing environments; manages multiple priorities autonomously and contributes to continuous improvement
- Critical and constructive thinking; genuine desire to learn and grow
- Prior mentoring or leadership experience, or willingness to develop these skills
- Preferred: knowledge of the Canadian healthcare system; experience in operations, project management, product, or account management
The role is based in Alan's Toronto office and requires on-site presence four days per week. Compensation is competitive, including salary, equity, and comprehensive benefits in the A2-B1 range. Benefits include six weeks vacation, flexible hours, 100% employer-paid health insurance for employee and family, meal allowance, office equipment (MacBook Air, Bose headphones), full TTC transit reimbursement, 4% employer RRSP contribution, professional development opportunities, and extended parental leave.
