Role overview

Alan is a global health company that combines insurance, prevention, and care into an integrated platform serving over one million members across multiple countries. You will join the Care team as a Bilingual Member Support Expert, providing support to members and business customers while helping scale and improve Care operations in Canada.

Key responsibilities

Provide timely and empowering support to Alan members and business customers, helping them maximize the value of their coverage.
Develop deep expertise in healthcare systems and Alan’s products and services.
Gather and share member insights with internal teams to identify opportunities for product and service improvements.
Support the onboarding process for new companies joining Alan’s platform.
Take ownership of strategic projects to scale Care operations in Canada and enhance the member experience.
Adapt existing Care processes and best practices from France, Spain, and Belgium to the Canadian context.
Contribute to hiring efforts and optionally mentor other Care team members as the team grows.

Requirements

Minimum three years of relevant experience in member support, operations, project management, product, or account management.
Fluency in both written and spoken English and French, which is mandatory for this role.
Excellent communication and organizational skills with the ability to simplify complex healthcare topics.
Demonstrated empathy, initiative, adaptability, and sound judgment when working with members and colleagues.
Comfort with technology and multi-channel support methods, with enthusiasm for using AI tools to improve efficiency and response quality.
Ability to work independently, manage multiple priorities, and thrive in a dynamic, fast-growing environment.
Experience mentoring or leading others, or genuine interest in developing these skills; knowledge of the Canadian healthcare system is valued.

What makes this role worth considering

This hybrid position is based in Toronto with approximately four days per week in the office, offering flexibility while maintaining team connection. You will work with a talented Care team of over 100 professionals and collaborate across multiple departments, contributing to meaningful work in healthcare transformation while enjoying comprehensive benefits including six weeks of vacation, full health insurance coverage, employer RRSP matching, and fully reimbursed transit passes.