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Alan is a prevention-focused health insurance company serving 1M+ members across Europe and Canada. The company integrates insurance, prevention, and care into a unified platform, operating at €800M+ ARR with 800+ employees.
As a Member Support Expert in Toronto, you'll be the primary point of contact for both individual members and B2B customers, delivering timely, transparent, and empowering support. You'll develop deep expertise in Canadian healthcare systems to help members 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; leveraging best practices from Alan's France, Spain, and Belgium operations while adapting to local context; and shaping Canadian Care operations through flawless onboarding, proactive support, and cross-functional improvements. You'll work with high autonomy within a small Canadian team and participate in hiring.
Optionally, you may mentor junior Care team members, fostering continuous improvement and knowledge sharing.
You'll excel in multi-channel support (chat, email, phone), handle complex problem-solving, and communicate clearly in English. The role suits candidates with 3+ years in operations, project management, product, or account management backgrounds. Knowledge of Canadian healthcare is a bonus but not required. You must reside in or be willing to relocate to Toronto.
