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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 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 across France, Spain, Belgium, Canada, and beyond.
In this role, you will support Alan members with speed, clarity, and compassion, helping them understand their coverage and move forward with confidence. Your responsibilities include:
- Developing expertise in healthcare systems and Alan's products
- Helping members and client companies maximize their coverage benefits
- Sharing observations and ideas to continuously improve products and services
- Participating in onboarding new client companies
- Collaborating with Product, Operations, Sales, Insurance, and other teams on strategic projects and initiatives
Beyond member support, you will contribute to growing Alan's customer service operations in Canada and enhancing member experience. Specifically, you will:
- Work closely with Product, Operations, Sales, and Insurance teams
- Adapt processes already established by support teams in France, Spain, and Belgium to the Canadian context
- Work autonomously within a human-scaled team
- Improve company onboarding, proactive support, and member experience
- Participate in recruiting and, if interested, mentor and support other support team members
The role is based in Alan's Toronto office and requires on-site presence four days per week. You will work in a dynamic, high-growth environment where you must adapt quickly, manage multiple priorities independently, and contribute to continuous improvement.
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 make complex topics simple and accessible
- Fluent in both French and English (written and spoken) — essential for the role
- Comfortable with technology, multichannel support, and enthusiastic about using AI to structure information, accelerate repetitive tasks, improve response quality, and identify process efficiency opportunities
- Demonstrates empathy, initiative, adaptability, and sound judgment
- Thrives in dynamic, fast-growing environments; comfortable managing rapid change and multiple priorities autonomously
- Critical and constructive mindset with genuine desire to learn and grow
- Prior experience in mentoring or leadership, or willingness to develop these skills
- Knowledge of the Canadian healthcare system is a plus but not required; training will be provided
- Experience in operations, project management, product, or account management is welcome
