Bilingual Member Support Expert

Who you are

• We are looking for someone with 3+ years of relevant experience who:
• Has a genuine passion for member support and problem-solving
• Has excellent communication and organizational skills
• Can simplify complex topics
• Is fluent in written and spoken English and French. This is a mandatory requirement
• Is comfortable with technology and multi-channel support, and uses AI enthusiastically to structure information, speed up repetitive tasks, improve response quality, and identify opportunities to make processes more efficient
• Demonstrates empathy, initiative, adaptability, and sound judgment
• Is comfortable working in a dynamic, fast-growing environment, where they can adapt quickly, manage multiple priorities independently, and contribute to continuous improvement
• Brings a constructive, growth-oriented mindset
• Has experience mentoring or leading others, or is interested in developing these skills
• Knowledge of the Canadian healthcare system is an asset
• Experience in Operations, Project Management, Product, or Account Management is also welcome
• You do not need to meet every requirement to apply. If this role matches your experience, interests, or career direction, we would love to hear from you
• We want our team to reflect a diversity of experiences and backgrounds. Alan is committed to accessible recruitment

What the job involves

• You will join a team of more than 100 talented and committed Care professionals, working closely with Operations, Product, Sales, Insurance, and many other teams
• Your mission will be to provide timely, transparent, and empowering support to Alan members
• Develop expertise in healthcare systems and Alan’s products
• Help members and business customers get the most value from their coverage
• Share insights to improve our products and services
• Support new company onboardings
• Collaborate across teams on strategic initiatives
• Beyond member support, you will take ownership of strategic projects to help scale Care operations in Canada and improve the member experience
• You will:
• Collaborate with Product, Operations, Sales, and Insurance
• Adapt existing Care processes from France 🇫🇷, Spain 🇪🇸, and Belgium 🇧🇪 to the Canadian context
• Work with a high degree of autonomy within a small team
• Help shape onboarding, proactive support, and cross-functional improvements
• Contribute to hiring and, optionally, mentor other Care team members

Benefits

• Fair rewards: Generous equity packages complement your base salary, for permanent contracts only
• Flexible Office: Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest
• All the tools you need: Top-of-the-range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-cancelling headphones
• Flexible vacation policy and flexible working hours: Organise your time as you wish
• Delightful healthcare insurance: Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family, for permanent contracts only
• Transport: Country-specific commuter benefits
• Learning & Training opportunities: A highly flexible Training policy free books and a budget to attend and speak at conferences if the opportunity arises
• Parental leave: Extended parental leave for all new parents, for permanent contracts only