Role overview

Alan is a healthcare company that combines insurance, prevention, and care into a single user experience, currently serving over 1 million members across multiple countries. This position is a Bilingual Customer Experience Specialist within Alan’s Care team in Toronto, where you will provide support to members and business clients while helping establish and scale customer operations in Canada.

Key responsibilities

Provide timely and empowering customer support to Alan members and business clients through chat and email channels, answering questions and resolving problems related to healthcare coverage and products.
Develop expertise in Canadian healthcare systems and Alan’s product offerings to help customers maximize the value of their coverage.
Support new company onboardings and guide them through Alan’s services.
Adapt customer care processes from Alan’s operations in France, Spain, and Belgium to fit the Canadian context, and create new processes as needed.
Share customer insights with Product and Operations teams to inform improvements to services and products.
Collaborate with Product, Operations, Sales, and Insurance teams on strategic initiatives and cross-functional improvements.
Contribute to hiring decisions and optionally mentor other Care team members as the Canadian team grows.

Requirements

Minimum 2 years of work experience in a customer-facing or support role.
Fluent in both written and spoken English and French, which is mandatory for this position.
Currently based in Toronto or willing to relocate, with availability to work in the office approximately 4 days per week.
Legal authorization to work in Canada.
Strong communication and organizational skills, with the ability to explain complex topics clearly.
Comfortable using technology, multi-channel support platforms, and AI tools as part of daily work.
Demonstrated empathy, initiative, adaptability, and sound judgment in problem-solving.

What makes this role worth considering

You will join a small, dedicated Care team of 4 people in Canada with genuine autonomy to shape how customer support operates in a new market. This is an opportunity to build something from the ground up rather than follow an established playbook, working across product, operations, and business teams to influence how Alan serves Canadian customers. Alan offers competitive compensation (CA$87,000–106,000 annually plus equity), comprehensive benefits including full health coverage for you and your family, six weeks of vacation, flexible working hours, and professional equipment including a MacBook Air.