Expert Support Client Bilingue (EN + FR) - Canada ??

This offer is also available in English here. Both announcements refer to the same position.

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Health cannot wait.

Neither for symptoms to worsen. Nor for a six-month appointment. Nor for the system to catch up. Yet, this is exactly how the healthcare system works today. You wait, until you can no longer wait.

Alan exists to end this waiting.

Health is a universal right, and we believe that this right can only become a reality if it is accompanied by prevention. We must stop seeing health as something to be fixed, and start seeing it as something to be built, every day. It's not just a matter of will. It is the healthcare system itself that must work for everyone, sustainably.

This is why we are building the new standard of prevention insurance. Alan is the first company to integrate insurance, prevention, and care within a single, universally acclaimed user experience.

We are committed to an exceptional adventure to build a global leading company, driven by a unique culture. We already work with over 40,000 companies of all sizes, support over a million members, and have achieved over 800 million euros in annual recurring revenue (ARR).

Making prevention the new norm. That's what we are building with our team of over 1,000 people. If this project resonates with you, we are recruiting in France, Spain, Belgium, Canada, and beyond.

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⭐ Customer Service at Alan

You will join a team of over 100 customer service specialists, committed and passionate about their profession. Daily, we work hand in hand with the Operations, Product, Sales, Insurance teams, and many others.

? Your Mission

Your role will be to support Alan members with speed, clarity, and kindness, to enable them to understand their coverage and move forward with confidence.

Specifically, you will be required to:

• Develop your expertise in healthcare systems and Alan products.

• Help members and client companies make the most of their coverage.

• Share your observations and ideas to continuously improve our products and services.

• Participate in the onboarding of new client companies.

• Collaborate with different teams on strategic projects and initiatives.

? Growing Alan in Canada

Beyond supporting members, you will contribute to developing our customer service activities in Canada and improving the member experience.

You will be able to, among other things:

• Collaborate closely with the Product, Operations, Sales, and Insurance teams.

• Adapt the processes already implemented by the Support teams in France ??, Spain ??, and Belgium ?? to the Canadian context.

• Work autonomously within a small team.

• Contribute to improving company onboarding, the proactivity of Alan support, and the member experience.

• Participate in recruitment and, if you wish, support and mentor other members of the Support team.

⭐ The profile we are looking for

We are looking for someone with at least three years of relevant experience, who:

• Deeply enjoys supporting members and finding solutions to their problems.

• Possesses excellent communication and organizational skills.

• Knows how to make complex subjects simple and accessible.

• Speaks and writes fluently in French and English. This proficiency is essential for the position.

• Is comfortable with technology, multichannel support, and enthusiastically uses AI to structure information, accelerate repetitive tasks, improve the quality of their responses, and identify opportunities to make processes more efficient.

• Demonstrates empathy, initiative, adaptability, and discernment.

• Is comfortable in a dynamic and fast-growing environment, where one must adapt quickly, manage multiple priorities autonomously, and contribute to continuous improvement.

• Has a critical and constructive mind, as well as a genuine desire to learn and progress.

• Already has experience in mentoring or leadership, or wishes to develop these skills.

Good knowledge of the Canadian healthcare system is a plus. If this is not yet your case, don't worry, we will help you gain competence.

Applications from people with experience in the following areas are also welcome:

• Operations

• Project Management

• Product

• Account Management

? Workplace and Compensation

The position is based in our Toronto office, Ontario, and requires on-site presence four days a week.

We offer competitive compensation, consisting of a salary, equity compensation, and a comprehensive benefits package, within the A2-B1 range.

? Benefits

At Alan, you will notably benefit from:

• A competitive salary and equity compensation.

• Six weeks of vacation and flexible hours.

• Comprehensive health insurance, 100% covered by Alan for you and your family.

• A meal allowance, as well as coffee and snacks, on days you work from the Toronto office.

• Quality equipment, including a MacBook Air and Bose noise-canceling headphones.

• Full reimbursement of your monthly TTC subscription.

• An employer contribution equivalent to 4% as part of our group RRSP program.

• Training and development opportunities.

• Extended parental leave for all new parents.

⚙️ To remember: we recruit people, not checkboxes

You don't need to meet all criteria to apply. If this position matches your experience, your interests, or the direction you want to give your career, we will be happy to read your application.

We want to build a team that reflects the diversity of experiences and backgrounds. Alan is committed to offering a recruitment process accessible to everyone.

To learn more, consult the About Alan and Careers pages, as well as our Medium page, our blog, and our Glassdoor page.