Member Support Expert (EN/FR) - Canada 🇨🇦

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.

Responsibilities

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; Take ownership of strategic projects to help scale Care operations in Canada and improve member experience; 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

Requirements

3+ years of relevant experience; Genuine passion for member support and problem-solving; Excellent communication and organizational skills; Ability to simplify complex topics; Fluent in written and spoken English and French (mandatory); Comfortable with technology, AI-powered tools, and multi-channel support; Empathy, initiative, adaptability, and sound judgment; Ability to work independently, manage multiple priorities, and contribute to continuous improvement; Constructive, growth-oriented mindset; Experience mentoring or leading others, or interest in developing these skills; Must be able to work from Toronto or relocate here

Nice to have

Knowledge of the Canadian healthcare system; Experience in Operations; Project Management; Product; Account Management

Benefits

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 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 Group RRSP program; Learning and development opportunities; Extended parental leave