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Alan is a prevention-focused health insurance company serving 1M+ members across Europe and Canada. As a Member Support Expert, you'll deliver exceptional, timely support to both individual members and B2B customers, helping them maximize value from Alan's integrated insurance, prevention, and care platform.
Your core responsibilities include developing deep expertise in healthcare systems (particularly Canadian), managing multi-channel support (chat, email, phone), and ensuring transparent, empowering member interactions. You'll work closely with Product, Ops, Sales, and Insurance teams to identify improvement opportunities and contribute strategic insights that shape the member experience.
Beyond day-to-day support, you'll own strategic projects to scale Care operations in Canada, including flawless onboarding processes, proactive support initiatives, and cross-functional improvements. You'll leverage processes from Alan's established European operations while adapting to local Canadian context. The role offers high autonomy within a small Canadian team and includes mentoring junior Care team members, fostering continuous improvement and knowledge sharing.
You'll need 3+ years of relevant experience (Operations, Project Management, Product, or Account Management backgrounds are ideal). Key competencies include excellent written and verbal English communication, outstanding problem-solving, strong organization and time management, and the ability to simplify complex healthcare topics. You should be user-centric, empathetic, comfortable in fast-paced uncertain environments, highly adaptable, hands-on, and possess a growth mindset. Knowledge of the Canadian healthcare system is a bonus but not required. The role requires residency in Toronto, ON.
