Role overview
Alan is building a new standard in preventative health insurance by integrating insurance, prevention, and care into a single user experience. This Expert Support Client Bilingual position is based in Toronto and involves supporting Alan members across Canada while helping to develop and scale the customer support operation in the region.
Key responsibilities
- Guide Alan members with speed, clarity and compassion to help them understand their coverage and move forward confidently.
- Build expertise in healthcare systems and Alan’s products to effectively support members and client companies in maximizing their coverage.
- Contribute observations and ideas to continuously improve products and services based on member interactions and feedback.
- Participate in onboarding new client companies and supporting their integration with Alan’s platform.
- Collaborate with Product, Operations, Sales, Insurance and other teams on strategic projects and initiatives.
- Adapt support processes established in France, Spain and Belgium to the Canadian context, working autonomously within a small team.
- Participate in recruiting new team members and mentor colleagues as the support team grows.
Requirements
- At least three years of relevant customer support or related professional experience.
- Fluent spoken and written French and English, as both languages are essential for this role.
- Strong communication and organizational skills with the ability to explain complex topics in simple, accessible ways.
- Comfort with technology, multichannel support, and enthusiasm for using AI to structure information, automate repetitive tasks and improve response quality.
- Demonstrated empathy, initiative, adaptability and sound judgment in working with members.
- Ability to thrive in a dynamic, fast-growing environment by managing multiple priorities independently and contributing to continuous improvement.
- Experience in mentoring, leadership, or a genuine desire to develop these skills is valued. Knowledge of the Canadian healthcare system is a plus but not required.
What makes this role worth considering
You will join a customer support team of over 100 specialists and help build Alan’s operation in Canada. The role offers genuine autonomy within a smaller, human-scaled team while collaborating with multiple departments across a rapidly growing organization serving over one million members globally.
The Toronto office provides four days per week on-site work, with benefits including six weeks of vacation, flexible scheduling, fully company-paid health insurance for you and your family, quality equipment including a MacBook Air and Bose noise-cancelling headset, meal allowances, TTC pass reimbursement, and employer contribution to your RRSP.
How to apply
Use the Apply button to view the official job posting and submit your application on Alan's careers site.
ImmigrationCafe is a job listing directory, not a recruiter. Applications are submitted on the employer's official careers website.
