Bilingual Member Support Expert - Canada 🇨🇦

Location: Toronto, ON, Canada Workplace: OnSite This role is also advertised in French here https://jobs.ashbyhq.com/alan/81d160e8-62b3-4903-9452-6d2b81dc4dfc. Both postings refer to the same position. _____________________________________________________________ HEALTH CAN’T WAIT. Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that’s exactly how healthcare works today. You wait, until you can’t. Alan exists to end the wait. Health is a universal right, and we believe this right can only become real when it’s coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It’s not solely a question of willpower. It’s the healthcare system itself that needs to work for everyone, in a sustainable way. So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience. We are on an incredible journey to build a global leading company, with a unique culture https://alan.com/en/careers. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR. Prevention as the new norm. That's what we're building with our team of 1000+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond. ⭐ CARE AT ALAN You will join a team of more than 100 talented and committed Care professionals, working closely with Operations, Product, Sales, Insurance, and many other teams. 🎯 YOUR MISSION Your mission will be to provide timely, transparent, and empowering support to Alan members. You will: - Develop expertise in healthcare systems and Alan’s products. - Help members and business customers get the most value from their coverage. - Share insights to improve our products and services. - Support new company onboardings. - Collaborate across teams on strategic initiatives. 👷 IMPROVING ALAN Beyond member support, you will take ownership of strategic projects to help scale Care operations in Canada and improve the member experience. You will: - Collaborate with Product, Operations, Sales, and Insurance. - Adapt existing Care processes from France 🇫🇷, Spain 🇪🇸, and Belgium 🇧🇪 to the Canadian context. - Work with a high degree of autonomy within a small team. - Help shape onboarding, proactive support, and cross-functional improvements. - Contribute to hiring and, optionally, mentor other Care team members. ⭐ JOIN THE CARE TEAM! ⭐️ We are looking for someone with 3+ years of relevant experience who: - Has a genuine passion for member support and problem-solving. - Has excellent communication and organizational skills. - Can simplify complex topics. - Is fluent in written and spoken English and French. This is a mandatory requirement. - Is comfortable with technology and multi-channel support, and uses AI enthusiastically to structure information, speed up repetitive tasks, improve response quality, and identify opportunities to make processes more efficient. - Demonstrates empathy, initiative, adaptability, and sound judgment. - Is comfortable working in a dynamic, fast-growing environment, where they can adapt quickly, manage multiple priorities independently, and contribute to continuous improvement. - Brings a constructive, growth-oriented mindset. - Has experience mentoring or leading others, or is interested in developing these skills. Knowledge of the Canadian healthcare system is an asset. Experience in Operations, Project Management, Product, or Account Management is also welcome. 📍 LOCATION AND COMPENSATION This is a hybrid role based in Toronto, Ontario, with approximately four days per week in person. You must be able to work from Toronto or relocate here. The position offers competitive compensation, including salary, equity, and comprehensive benefits, within the A2-B1 range https://alan.com/en/careers/a/salary-equity. 🙌 PERKS & BENEFITS https://alan.com/about/life-at-alan/a/perks We offer: - Competitive salary and equity. - Six weeks of vacation and flexible working hours. - Comprehensive health insurance, 100% covered by Alan for you and your family. - Four days per week in our Toronto office, with lunch allowance, coffee, and snacks. - High-quality equipment, including a MacBook Air and Bose noise-cancelling headphones. - Fully reimbursed TTC monthly pass. - 4% employer matching through our Group RRSP program. - Learning and development opportunities. - Extended parental leave. ⚙️ IMPORTANT NOTE: WE HIRE PEOPLE, NOT ROLES. You do not need to meet every requirement to apply. If this role matches your experience, interests, or career direction, we would love to hear from you. We want our team to reflect a diversity of experiences and backgrounds. Alan is committed to accessible recruitment. Learn more about About Alan https://alan.com/about, Careers https://alan.com/careers, our Medium https://medium.com/alan, blog https://blog.alan.com/, and Glassdoor https://www.glassdoor.com/Overview/Working-at-Alan-EI_IE1696043.11,15.htm.