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Alan is a prevention-focused health insurance company integrating insurance, prevention, and care into a single user experience. The company serves 1M+ members across 40K+ partner companies and has reached €800M+ in ARR, with 800+ employees across France, Spain, Belgium, and Canada.
As a Member Support Expert in Canada, you will deliver exceptional, timely, and transparent member support to both individual members and B2B customers, helping them maximize value from Alan's products. You'll develop deep expertise in healthcare systems and contribute to company growth by providing product improvement insights, assisting with new company onboardings, and collaborating across teams on strategic initiatives.
Beyond core support responsibilities, you will own strategic projects to scale Care operations in Canada. This includes working closely with Product, Ops, Sales, and Insurance teams; leveraging processes from Alan's European operations while adapting to local Canadian context; operating with high autonomy within a small Canadian team; and shaping Care operations through flawless onboarding, proactive support, and cross-functional improvements. You may also mentor junior Care team members, fostering continuous improvement and knowledge sharing.
You'll work in a multi-channel support environment (chat, email, phone) and use AI-powered tools to enhance member experience. The role requires comfort with technology, strong problem-solving abilities, and the ability to simplify complex healthcare topics for diverse audiences.
REQUIREMENTS:
- 3+ years of professional experience
- Excellent written and verbal English communication skills
- Outstanding problem-solving and organizational/time management skills
- Ability to simplify complex topics and communicate clearly
- User-centric mindset with strong empathy
- Comfortable in fast-paced, uncertain environments; proactive and self-starting
- Highly adaptable and fast learner; excited about new tools and methodologies
- Hands-on approach; not afraid to dive into problems
- Growth mindset; ability to challenge past decisions
- Leadership capability to attract talent, mentor, and develop others
- Bonus: Knowledge of Canadian healthcare system (training provided if needed)
Preferred backgrounds include Operations, Project Management, Product, or Account Management. Must reside in or be willing to relocate to Toronto, ON.
