Member Support Expert - Canada 🇨🇦

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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 . 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. 🐼 Who we are At Alan we are on an important mission to empower everyone to live a longer, healthier life. Our goal is to extend the quality years of life expectancy for everyone. We empower our members with a 'one-stop health partner' model seamlessly integrating insurance, prevention, affordable care access and well-being services. We are redefining healthcare by being both a health insurer and a provider, creating the most member-centric experience in a vast market. We go above and beyond for our members and companies to overcome the day-to-day health obstacles and our product is built to address the biggest pain points they face. We partner with 37,000+ companies , with 1M+ members , and cumulate $1.2B ARR, growing fast.The team is 700+ people across France 🇫🇷, Spain 🇪🇸, Belgium 🇧🇪, and Canada 🇨🇦. 🤘 How we do it ? 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, such as: Mission is the Boss: We have a mission-first focus with long-term thinking, where all employees act as owners seeking the company's success above all else. Member & Customer-led: We are obsessively focused on solving customer problems and creating delightful experiences while building trust. Excellence like Athletes: We maintain high standards and talent density, using the Keeper Test to ensure exceptional performance. Enlightened Despots: We combine distributed ownership with accountability, empowering decision-makers while maintaining responsibility. Radically Transparent: We make information accessible and written-first, promoting async communication while protecting sensitive data. ⭐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 diver

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