Member Support Expert - Canada 🇨🇦

HEALTH CAN’T WAIT. Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that’s exactly how healthcare works today. You wait, until you can’t. Alan exists to end the wait. Health is a universal right, and we believe this right can only become real when it’s coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It’s not solely a question of willpower. It’s the healthcare system itself that needs to work for everyone, in a sustainable way. So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience. We are on an incredible journey to build a global leading company, with a unique culture https://alan.com/en/careers. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR. Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond. ⭐CARE AT ALAN ⭐ Care at Alan means joining a team of 100+ talented, committed and passionate Care experts from with a lot of interactions with Ops, Product, Sales and many other teams at Alan. 🎯YOUR MISSION Your primary mission will be to deliver exceptional member support that is timely, transparent and empowering. You'll develop deep expertise in healthcare systems to assist both individual members and B2B customers in maximizing value from Alan's products. Beyond your core role, you'll contribute to company growth by providing insights to improve our products and services, assist with new company onboardings and collaborate across teams to drive strategic initiatives. 👷IMPROVING ALAN Beyond member support, each Care Expert will own a strategic projects to scale Care operations in Canada and match ambitious business objectives with a stellar member experience: - Work in close collaboration with Product, Ops, Sales and Insurance team - Leverage existing processes from Care 🇫🇷 🇪🇸 🇧🇪 while continuing to adapt to local context - High autonomy role within small Canadian team - Shape Care operations in 🇨🇦: flawless onboarding, proactive support, participate in shipping cross-functional improvements to the experience… - Participate to hiring 🌱COACHING (OPTIONAL) Another responsibility will be to mentor more junior members of the Care team, fostering a culture of continuous improvement and knowledge sharing. ⭐ JOIN THE CARE TEAM! ⭐️ You would be happy at Alan if you: - Have a genuine passion for member care and problem-solving - Demonstrate excellent written and verbal English communication skills - Are motivated and with a “builder” mindset - Are comfortable with technology and enthusiastic about using AI-powered tools - Excel in multi-channel support (chat, email, phone) - Display strong empathy and maintain composure under pressure - Show initiative and drive for continuous improvement - Enjoy collaborating, learning, and sharing knowledge with teammates Bonus points if you know how the Canadian healthcare system works — if you don't, we will teach you. 😉 Everything else you know is a plus. We want our team to be made up of a diversity of experiences and backgrounds, so feel free to apply if you come from the following backgrounds: - Operations - Project Management - Product - Account Management ⭐️ PROFILE & COMPETENCIES ⭐️ We look for someone with 3+ years of experience. Hard skills / Behavioural - Excellent and structured written & oral communication skills in English. - Outstanding problem-solving skills. - Great organization skills / Time management skills. - Ability to simplify complex topics. Soft skills / Behavioural traits - User centricity and empathy: Always thinking about the member’s experience first and how to delight them. - Comfortable in fast-paced environments where there is a high level of uncertainty, ability to remain proactive and biased for action in exploratory project stages, at ease to self-start and work independently with a strong capacity to adapt - Highly adaptable and fast learner : excited to learn new tools, technologies and methodologies - Highly organized: able to handle many different tasks in parallel - Hands-on: not scared of getting their hands dirty and dive into any problem - Challenger: Portrays a general growth mindset and challenges Alan’s past decisions - Leadership: Able to attract top talents, lead, mentor and make people grow This position offers competitive compensation including salary, equity, and comprehensive benefits within the A2-B1 range. https://alan.com/en/careers/a/salary-equity ℹ️ To work as a Member Support Expert - Canada 🇨🇦 you must reside in Toronto, ON or would be willing to relocate here. ⚙️ IMPORTANT NOTE: WE HIRE PEOPLE, NOT ROLES. If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learnings or success.   If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements? Remember, this is just a guide, not a checklist. We'll be thrilled to receive your application! 🔖 Check out our About Alan https://alan.com/about and Career https://alan.com/careers pages, as well as our Medium https://medium.com/alan, blog https://blog.alan.com/ and Glassdoor page https://www.glassdoor.com/Overview/Working-at-Alan-EI_IE1696043.11,15.htm for more info.   YOU WANT TO KNOW MORE ABOUT ALAN? - 🙌 Perks & Benefits https://alan.com/en/careers/a/salary-equity: Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers. - 🤘 A strong culture https://alan.com/en/about/a/leadership-principles: People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work 🔄 A quick note about the process Note: While you're applying for a specific area, you may join a different engineering team based on where we think you'll have the most impact. Check out descriptions of other areas here https://www.notion.so/Software-Engineering-Areas-Alan-2c61426e8be7805bacd2cdbc08c32640?pvs=21.