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Alan is a prevention-focused insurance and healthcare company serving 1M+ members across Europe and Canada. As a Member Support Expert, you'll be the primary point of contact for members and B2B customers, delivering timely, transparent, and empowering support across multiple channels (chat, email, phone).
Your core responsibilities include developing deep expertise in healthcare systems to help members maximize value from Alan's products, and providing insights to improve products and services. You'll play a key role in scaling Care operations in Canada by owning strategic projects, collaborating closely with Product, Ops, Sales, and Insurance teams, and adapting proven processes from Alan's European markets to the Canadian context.
This is a high-autonomy role within a small Canadian team where you'll shape the member experience from onboarding through ongoing support. You'll participate in hiring, mentor junior team members, and drive cross-functional improvements. The role requires excellent written and verbal English communication, strong problem-solving skills, and comfort with technology and AI-powered tools. You should thrive in fast-paced, uncertain environments, demonstrate user-centric empathy, and have a builder's mindset.
Ideal candidates bring 3+ years of experience from operations, project management, product, or account management backgrounds. Knowledge of the Canadian healthcare system is a bonus but not required. You must reside in or be willing to relocate to Toronto, ON.
