Who you are

- 3+ years of relevant experience
- A genuine passion for member support and problem-solving

- Excellent communication and organizational skills

- Ability to simplify complex topics

- Fluency in written and spoken English and French

- Comfort with technology and multi-channel support, and enthusiasm for using AI to structure information, speed up repetitive tasks, improve response quality, and identify opportunities to make processes more efficient

- Empathy, initiative, adaptability, and sound judgment

- Comfort working in a dynamic, fast-growing environment, adapting quickly, managing multiple priorities independently, and contributing to continuous improvement
- A constructive, growth-oriented mindset

- Experience mentoring or leading others, or interest in developing these skills

- Knowledge of the Canadian healthcare system

- Experience in Operations, Project Management, Product, or Account Management

What the job involves

- 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

- 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

- 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

Perks

- 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

📌 Bilingual Member Support Expert (Toronto)
🏢 Alan
📍 Toronto