Care Lead - Saudi Arabia

Alan is the first company that integrates insurance, prevention, and care into a single user experience. We are building Alan's Care function in Saudi Arabia. You will be the person who makes sure every member trusts Alan when they need us most. You'll build the function from zero: process, tooling, quality bar, then scale it, while handling the conversations that matter most yourself. The mission includes founding the function, owning quality on externalized support, and owning regulatory accountability.

Responsibilities

Handle directly the member contacts that stay in-house: admin requests, escalations, complex cases; Write the scripts, guidelines, and documentation that make Care work in Saudi from day one; Shape the operating model on the ground together with the GM Saudi and the global Care community; Own the quality bar for everything we externalize; Review calls and tickets in Arabic; Coach our outsourcing partner's agents; Own the complaint-handling policy and the regulatory SLAs on complaints; Prepare the documentation and readiness for the Insurance Authority inspection

Requirements

Saudi national; Fluent in Arabic and English, spoken and written; Comfortable operating with significant ambiguity; Strong ownership and directness; Genuine interest in AI-first tooling and automation

Nice to have

Health insurance, health services, or financial services background; Understanding of pre-authorization, claims, and member frustration points in Saudi Arabia; Experience building or scaling an operational/support function from scratch; Familiarity with the Saudi regulatory environment (Insurance Authority requirements)

Benefits

A world-class team to lean on; Real ownership and impact from day one; Potential to grow into leading a local team as the team scales