Role overview

Alan is building a new standard in preventive health insurance, integrating insurance, prevention, and care into a single platform serving over one million members across more than 40,000 companies worldwide. You will join a small Canadian support team in Toronto as a bilingual customer experience specialist, helping members and business clients navigate their health coverage while contributing to the growth of customer service operations across Canada.

Key responsibilities

Provide support to Alan members and business clients through chat and email, answering questions and resolving issues with clarity and care.
Develop expertise in health systems and Alan’s products to help clients maximize the value of their coverage.
Share observations and insights with product and operations teams to drive continuous improvement of services.
Support the onboarding process for new business clients and participate in integration initiatives.
Adapt customer service processes from Alan’s teams in France, Spain, and Belgium to the Canadian context, and develop new processes from the ground up.
Collaborate with product, operations, sales, and insurance teams on strategic initiatives to enhance customer experience.
Contribute to hiring for the support team and mentor new team members as appropriate.

Requirements

Minimum two years of professional work experience.
Fluent French and English, both spoken and written, as this is essential for the role.
Legal authorization to work in Canada and residence in Toronto or willingness to relocate.
Comfort working in an office setting approximately four days per week.
Strong communication and organizational skills with the ability to simplify complex topics for different audiences.
Proficiency with technology and multichannel support platforms, with enthusiasm for using AI tools to enhance your work.
Demonstrated empathy, initiative, adaptability, and sound judgment, along with a genuine desire to learn and grow professionally.

What makes this role worth considering

You will join a four-person support team in Toronto working closely with operations, product, sales, and insurance functions, giving you direct influence on how customer experience evolves in Canada. The role offers flexible weekday hours with one day working remotely, and the opportunity to build customer service foundations from the ground up in a rapidly growing health tech company transforming how preventive care reaches people.