Member Support Expert - Canada 🇨🇦

Alan is building a vertically integrated health partner that unites insurance and smart healthcare delivery into one seamless system. Our vision is to make prevention the new norm of care for all.

People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:

1. Mission is the Boss: We have a mission-first focus with long-term thinking, where all employees act as owners seeking the company's success above all else.
2. Member & Customer-led: We are obsessively focused on solving customer problems and creating delightful experiences while building trust.
3. Excellence like Athletes: We maintain high standards and talent density, using the Keeper Test to ensure exceptional performance.
4. Enlightened Despots: We combine distributed ownership with accountability, empowering decision-makers while maintaining responsibility.
5. Radically Transparent: We make information accessible and written-first, promoting async communication while protecting sensitive data.

Care at Alan means joining a team of 100+ talented, committed and passionate Care experts from with a lot of interactions with Ops, Product, Sales and many other teams at Alan.

Your primary mission will be to deliver exceptional member support that is timely, transparent and empowering.

You'll develop deep expertise in healthcare systems to assist both individual members and B2B customers in maximizing value from Alan's products.

Beyond your core role, you'll contribute to company growth by providing insights to improve our products and services, assist with new company onboardings and collaborate across teams to drive strategic initiatives.

Beyond member support, each Care Expert will own a strategic projects to scale Care operations in Canada and match ambitious business objectives with a stellar member experience:

• Work in close collaboration with Product, Ops, Sales and Insurance team
• Leverage existing processes from Care 🇫🇷 🇪🇸 🇧🇪 while continuing to adapt to local context
• High autonomy role within small Canadian team
• Shape Care operations in 🇨🇦: flawless onboarding, proactive support, participate in shipping cross-functional improvements to the experience…
• Participate to hiring

Another responsibility will be to mentor more junior members of the Care team, fostering a culture of continuous improvement and knowledge sharing.

You would be happy at Alan if you:

• Have a genuine passion for member care and problem-solving
• Demonstrate excellent written and verbal English communication skills
• Are motivated and with a "builder" mindset
• Are comfortable with technology and enthusiastic about using AI-powered tools
• Excel in multi-channel support (chat, email, phone)
• Display strong empathy and maintain composure under pressure
• Show initiative and drive for continuous improvement
• Enjoy collaborating, learning, and sharing knowledge with teammates

Bonus points if you know how the Canadian healthcare system works — if you don't, we will teach you. 😉

Everything else you know is a plus.

We want our team to be made up of a diversity of experiences and backgrounds, so feel free to apply if you come from the following backgrounds:

• Operations
• Project Management
• Product
• Account Management

This position offers competitive compensation including salary, equity, and comprehensive benefits within the B0-C0 range.

ℹ️ To work as a Member Support Expert - Canada 🇨🇦 you must reside in Toronto, ON or would be willing to relocate here.

We look for someone with 3+ years of experience.

**Hard skills / Behavioural- Excellent and structured written & oral communication skills in English.

• Outstanding problem-solving skills.

• Great organization skills / Time management skills.

• Ability to simplify complex topics.**

After reading this job description, if you feel like you don't have all the necessary prerequisites but that it matches where you are now or what you'd like to grow into in your next position, we encourage you to apply!

Not everybody will enter our recruitment process, but all, no matter how underrepresented, should feel free to apply as it can only bring learnings or success.

🔖 Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info.

• User centricity and empathy: Always thinking about the member's experience first and how to delight them.
• Comfortable in fast-paced environments where there is a high level of uncertainty, ability to remain proactive and biased for action in exploratory project stages, at ease to self-start and work independently with a strong capacity to adapt
• Highly adaptable and fast learner : excited to learn new tools, technologies and methodologies
• Highly organized: able to handle many different tasks in parallel
• Hands-on: not scared of getting their hands dirty and dive into any problem
• Challenger: Portrays a general growth mindset and challenges Alan's past decisions
• Leadership: Able to attract top talents, lead, mentor and make people grow