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Alan is a prevention-focused health insurance company serving 1M+ members across Europe and Canada. You'll join a 100+ person customer support team dedicated to helping members understand their coverage and navigate the healthcare system with confidence.
In this role, you'll support Alan members and corporate clients by providing clear, empathetic guidance on health coverage and benefits. You'll develop deep expertise in Canadian healthcare systems and Alan's products, helping members maximize their coverage. You'll also collaborate with Product, Operations, Sales, and Insurance teams to continuously improve member experience and support processes.
Beyond day-to-day support, you'll help scale Alan's customer support operation in Canada. You'll adapt proven processes from Alan's European teams (France, Spain, Belgium) to the Canadian context, work autonomously within a lean team, and contribute to onboarding improvements and proactive support initiatives. As the team grows, you may mentor and recruit new support specialists.
You'll need at least 3 years of relevant customer support, operations, project management, account management, or product experience. Fluency in both French and English (written and spoken) is essential. You should be comfortable with technology, AI tools, and multi-channel support. The ideal candidate combines empathy and initiative with strong communication skills, the ability to simplify complex topics, and a genuine desire to learn and improve continuously. Experience with Canadian healthcare systems is a plus but not required. You should be comfortable working on-site in Toronto 4 days per week.
Alan offers competitive compensation (A2-B1 band), equity, 6 weeks vacation, flexible hours, 100% health coverage for you and family, meal allowances, quality equipment (MacBook Air, Bose headphones), TTC transit reimbursement, 4% RRSP employer match, professional development, and extended parental leave.
