Role overview

Alan is a healthcare company that integrates insurance, prevention, and care into a single platform, serving over one million members across multiple countries. This Bilingual Member Support Expert role is based in Toronto and sits within Alan’s Care team, which comprises more than 100 professionals dedicated to delivering exceptional member experiences.

Key responsibilities

Deliver timely, transparent, and empowering support to Alan members through multiple channels.
Develop deep expertise in Canadian healthcare systems and Alan’s product offerings.
Help members and business customers maximize the value they receive from their coverage.
Collect and share member insights to inform improvements to products and services.
Manage onboarding for new company clients and ensure their success with the platform.
Own strategic projects that scale Care operations across Canada and enhance member experience, including adapting processes established in France, Spain, and Belgium to the Canadian context.
Collaborate with Product, Operations, Sales, Insurance, and other departments on cross-functional improvements and contribute to hiring and optional mentoring of Care team members.

Requirements

Minimum three years of relevant experience in member support, customer service, or related fields.
Fluency in both written and spoken English and French, which is mandatory for this role.
Strong communication and organizational skills with the ability to explain complex topics clearly.
Comfort with technology and multi-channel support systems, with enthusiasm for using AI to streamline processes and improve response quality.
Demonstrated empathy, initiative, adaptability, and sound judgment in problem-solving.
Ability to work independently and manage multiple priorities in a dynamic, fast-growing environment.
Experience mentoring or leading others, or openness to developing these skills; knowledge of the Canadian healthcare system and experience in Operations, Project Management, Product, or Account Management are valuable assets.

What makes this role worth considering

This is a hybrid position based in Toronto with approximately four days per week in the office. The role offers competitive salary and equity within the A2-B1 range, six weeks of vacation, flexible working hours, comprehensive health insurance fully covered by Alan for employees and their families, a fully reimbursed TTC monthly pass, high-quality equipment including a MacBook Air, 4% employer matching through a Group RRSP program, and extended parental leave. You will work with a talented Care team and have the opportunity to shape healthcare delivery in Canada while contributing to Alan’s mission of making prevention the new norm in healthcare.