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Alan is a prevention-focused health insurance company integrating insurance, prevention, and care into a unified platform. The company serves 1M+ members across 40K+ partner companies and has reached €800M+ ARR.
As a Senior Customer Support Specialist, you will ensure operational excellence for a portfolio of 5-10 key enterprise and public sector accounts. Your primary mission is to deliver exceptional support to account administrators on complex topics including affiliations, payroll management, invoicing, and billing.
Key responsibilities include:
- Training and onboarding admins on Alan's product, workflows, and best practices (both remote and occasional onsite visits)
- Owning end-to-end admin support for your account portfolio: handling requests, investigating issues, coordinating with internal teams, and ensuring timely resolution
- Managing complex or sensitive conversations with empathy and clarity, including objections and high-stakes operational topics
- Proactively identifying and preventing operational risks before they impact admins
- Contributing to process improvement by identifying pain points and proposing solutions (documentation, playbooks, tooling, product feedback)
- Collaborating with Key Account Managers, Pre-Sales, Customer Success Managers, and Operations teams
- Reporting on operations at company level to surface insights and opportunities
You bring strong B2B customer-facing experience (Customer Success, teaching, or communication roles), autonomous work style, and comfort with complex topics. You demonstrate excellent problem-solving, organization, and time management skills. Fluency in both Dutch and English (written and spoken) at full working proficiency is required. Experience in the Belgian healthcare system is a bonus but not required. You thrive in fast-paced, collaborative environments and have genuine passion for helping others solve challenges.
