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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.
You will join a 100+ person customer support team dedicated to helping members understand their coverage and navigate healthcare with confidence. This role is based in Toronto with 4 days/week on-site presence.
Key responsibilities:
- Develop expertise in Canadian healthcare systems and Alan's product offerings
- Support members and corporate clients in maximizing their coverage benefits
- Contribute observations and ideas to improve products and services
- Participate in onboarding new corporate clients
- Collaborate cross-functionally with Product, Operations, Sales, and Insurance teams
- Help scale Alan's Canadian customer support operations by adapting processes from France, Spain, and Belgium
- Work autonomously within a lean team structure
- Mentor and recruit additional support team members as the function grows
Required qualifications:
- Minimum 3 years relevant customer support or operations experience
- Fluent in both French and English (essential for the role)
- Strong communication, organization, and problem-solving skills
- Ability to simplify complex healthcare topics for diverse audiences
- Comfortable with technology, AI tools, and multi-channel support platforms
- Demonstrates empathy, initiative, adaptability, and sound judgment
- Self-directed, able to manage multiple priorities and drive continuous improvement
- Critical thinking mindset with genuine desire to learn and grow
- Prior mentoring or leadership experience preferred but not required
Preferred: Knowledge of Canadian healthcare system; background in operations, project management, product, or account management.
Compensation and benefits:
- Competitive salary in A2-B1 range with equity compensation
- 6 weeks vacation and flexible scheduling
- 100% employer-paid health insurance for employee and family
- Meal allowance and office perks (coffee, snacks) on Toronto office days
- Quality equipment (MacBook Air, Bose noise-canceling headphones)
- Full TTC transit reimbursement
- 4% employer RRSP matching
- Professional development opportunities
- Extended parental leave for all new parents
