Role overview

Alan is building a new standard in preventive health insurance, integrating insurance, prevention, and care into one user experience. The company serves over 40,000 businesses and more than one million members across multiple countries. You will join the customer support team in Toronto to serve members and enterprise clients while helping establish and grow the support function across Canada.

Key responsibilities

Support Alan members with speed, clarity, and compassion while developing deep expertise in healthcare systems and Alan’s products.
Help members and corporate clients maximize the value of their coverage and share feedback to drive continuous product and service improvement.
Participate in the onboarding process for new enterprise clients and contribute to related improvement initiatives.
Work autonomously within a small team to adapt support processes from Alan’s France, Spain, and Belgium operations to the Canadian context, and create new processes where needed.
Collaborate closely with Product, Operations, Sales, and Insurance teams on strategic initiatives.
Participate in recruiting new support team members and mentor colleagues as desired.

Requirements

At least three years of relevant customer support or related experience demonstrating genuine care for helping people solve problems.
Fluent written and spoken French and English, as both languages are essential for this role.
Strong communication and organizational skills, with the ability to make complex topics accessible and clear.
Comfort with technology, multichannel support, and enthusiasm for using AI to improve efficiency and response quality.
Demonstrated empathy, initiative, adaptability, and sound judgment in dynamic, fast-growing environments where priorities shift quickly.
Experience in mentoring or leadership, or a genuine desire to develop these skills.
Knowledge of the Canadian healthcare system is a plus but not required; Alan will provide support to build this expertise.

What makes this role worth considering

You will work in Toronto with a team of talented, committed customer support specialists who collaborate closely across multiple functions. The role offers the opportunity to shape how support operates in Canada during a period of significant company growth, working autonomously while contributing to strategic initiatives alongside Product, Operations, and other core teams.