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Alan is a prevention-focused insurance and healthcare platform serving 1M+ members across Europe and Canada. The company integrates insurance, prevention, and care into a unified user experience, operating at €800M+ ARR with 800+ employees.
As a Member Support Expert in Toronto, you'll be a core member of Alan's 100+ person Care team, delivering exceptional support across chat, email, and phone channels. Your primary mission is to provide timely, transparent, and empowering assistance to both individual members and B2B customers, helping them maximize value from Alan's products.
Beyond frontline support, you'll own strategic projects to scale Care operations in Canada. This includes collaborating closely with Product, Ops, Sales, and Insurance teams to adapt proven processes from Alan's France, Spain, and Belgium operations to the Canadian context. You'll shape the Canadian Care experience—from flawless onboarding to proactive support to cross-functional product improvements. The role offers high autonomy within a small, growing Canadian team.
Optionally, you'll mentor junior Care team members, fostering continuous improvement and knowledge sharing. You'll develop deep expertise in Canadian healthcare systems and contribute product insights to drive company growth.
Ideal candidates have 3+ years of relevant experience (Operations, Project Management, Product, or Account Management backgrounds are valued). You'll need excellent written and verbal English communication, strong problem-solving skills, and comfort with multi-channel support and AI-powered tools. A genuine passion for member care, builder mindset, empathy under pressure, and initiative are essential. Knowledge of the Canadian healthcare system is a bonus but not required.
