Role overview

Alan is transforming how healthcare works by integrating insurance, prevention, and care into a single experience. This Expert Support role is based in Toronto and offers the opportunity to join a dedicated customer care team of over 100 specialists serving more than one million members across Alan’s platform.

Key responsibilities

Support Alan members with clarity and care to help them understand their coverage and navigate their healthcare options with confidence.
Develop deep expertise in healthcare systems and Alan’s product offerings to provide informed guidance to members and corporate clients.
Gather member observations and feedback to identify opportunities for continuous improvement of products and services.
Participate in onboarding new corporate clients and ensuring they maximize the value of their coverage.
Collaborate across teams including Product, Operations, Sales, Insurance, and others on strategic projects and initiatives.
Adapt support processes established in France, Spain, and Belgium to the Canadian context and contribute to strengthening Alan’s customer experience in Canada.
Support recruitment efforts and mentor new team members as the Canadian support function grows.

Requirements

Minimum three years of relevant customer support or related professional experience.
Fluent written and spoken French and English; bilingual proficiency is essential for this role.
Excellent communication and organizational skills with the ability to make complex topics accessible and understandable.
Comfort with technology, multichannel support platforms, and enthusiasm for using AI tools to improve efficiency, structure information, and enhance response quality.
Demonstrated empathy, initiative, adaptability, and sound judgment in customer interactions.
Experience or interest in mentoring, leadership development, or project management.
Knowledge of the Canadian healthcare system is valued but not required; Alan will support professional development in this area.

What makes this role worth considering

You will work four days per week from Alan’s Toronto office within a small, human-scaled team that operates autonomously while contributing to the company’s growth across Canada. Alan offers six weeks of vacation, flexible scheduling, 100% employer-paid health insurance for you and your family, TTC transit reimbursement, quality equipment including a MacBook Air and noise-cancelling headphones, meal allowances, and a 4% employer contribution to a group RRSP program.