Role overview

Alan is a health tech company that combines insurance, prevention, and care into a unified platform. This role offers the opportunity to join the Care team as a bilingual support professional, serving members across Canada while helping establish and scale care operations in the Canadian market.

Key responsibilities

Deliver responsive, transparent, and empowering support to Alan members through multiple channels.
Develop deep expertise in Canadian healthcare systems and Alan’s product offerings to help members and business customers maximize the value of their coverage.
Gather and communicate member insights to inform product and service improvements across the organization.
Adapt care processes that have been developed in France, Spain, and Belgium to fit the Canadian context, and develop new processes where needed.
Collaborate with Product, Operations, Sales, and Insurance teams on strategic initiatives to improve member experience and operational efficiency.
Contribute to hiring decisions and optionally mentor additional Care team members as the department grows.
Support the onboarding of new corporate clients and contribute to cross-functional improvement efforts.

Requirements

Fluency in both written and spoken English and French is mandatory.
Minimum three years of relevant experience in member support, customer service, or related fields.
Strong communication and organizational skills, with the ability to explain complex healthcare topics clearly.
Comfort with technology and multi-channel support platforms, with enthusiasm for using AI to enhance efficiency and response quality.
Demonstrated empathy, initiative, adaptability, and sound judgment when working with diverse groups.
Ability to thrive in a fast-growing environment by managing multiple priorities independently and adapting quickly to change.
Knowledge of the Canadian healthcare system is beneficial, as is prior experience in Operations, Project Management, Product, or Account Management.

What makes this role worth considering

This is a hybrid position based in Toronto requiring approximately four days per week in the office. You will work with a talented Care team while having significant autonomy to shape how support operations develop in Canada, making this an ideal role for someone interested in building something new while supporting a mission centered on making healthcare more accessible and preventative.