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

AlanToronto, ON, CanadaJob.bopublished 09/21/2026
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Machine translation — original language: French.Show original

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.

⭐ CUSTOMER SERVICE AT ALAN

You will join a team of more than 100 customer service specialists, committed and passionate about their profession. On a daily basis, we work hand in hand with the Operations, Product, Sales, Insurance, and many other teams.

🎯 YOUR MISSION

Your role will be to support Alan members with speed, clarity, and kindness, to allow them to understand their coverage and move forward with confidence.

Concretely, you will be expected to:

  • Develop your expertise in healthcare systems and Alan products.
  • Help members and client companies get the most out of their coverage.
  • Share your observations and ideas to continuously improve our products and services.
  • Participate in the onboarding of new client companies.
  • Collaborate with different teams on strategic projects and initiatives.

🚀 GROWING ALAN IN CANADA

Beyond supporting members, you will contribute to developing our customer service activity in Canada and improving the member experience.

In particular, you will be able to:

  • Collaborate closely with the Product, Operations, Sales, and Insurance teams.
  • Adapt to the Canadian context the processes already implemented by the Support teams in France 🇫🇷, Spain 🇪🇸, and Belgium 🇧🇪.
  • Work autonomously within a human-sized team.
  • Contribute to improving company onboarding, the proactivity of Alan support, and the member experience.
  • Participate in recruitment and, if you wish, support and mentor other members of the Support team.

⭐ THE PROFILE WE ARE LOOKING FOR

We are looking for a person with at least three years of relevant experience, who:

  • Deeply loves supporting members and finding solutions to their problems.
  • Possesses excellent communication and organizational skills.
  • Knows how to make sometimes complex subjects simple and accessible.
  • Speaks and writes fluently in French and English. This mastery is indispensable for the position.
  • Is comfortable with technology, AI tools, and multi-channel support.
  • Demonstrates empathy, initiative, adaptability, and discernment.
  • Knows how to work autonomously, manage multiple priorities, and contribute to continuous improvement.
  • Has a critical and constructive mindset, as well as a real desire to learn and progress.
  • Already has experience in mentoring or leadership, or wishes to develop these skills.

A good knowledge of the Canadian healthcare system is a plus. If this is not yet the case, do not worry, we will help you build your skills.

Applications from people having experience in the following fields are also welcome:

  • Operations
  • Project Management
  • Product
  • Account Management

📍 WORK LOCATION AND COMPENSATION

The position is based in our Toronto office, in Ontario, and requires an on-site presence four days per week.

We offer competitive compensation, composed of a salary, equity compensation, and a complete set of social benefits, in the A2-B1 range https://alan.com/en/careers/a/salary-equity.

🙌 SOCIAL BENEFITS https://alan.com/about/life-at-alan/a/perks

At Alan, you will benefit notably from:

  • A competitive salary and equity compensation.
  • Six weeks of vacation and flexible schedules.
  • Comprehensive health insurance, 100% covered by Alan for you and your family.
  • A meal allowance, as well as coffee and snacks, on the days you work from the Toronto office.
  • High-quality equipment, notably a MacBook Air and Bose noise-cancelling headphones.
  • Full reimbursement of your monthly TTC subscription.
  • An employer contribution equivalent to 4% as part of our Group RRSP program.
  • Training and development opportunities.
  • Extended parental leave for all new parents.

⚙️ TO REMEMBER: WE RECRUIT PEOPLE, NOT CHECKBOXES

You do not need to meet all the criteria to apply. If this position matches your experience, your interests, or the direction you wish to give to your career, we would be delighted to read your application.

We want to build a team that reflects the diversity of experiences and backgrounds. Alan is committed to offering a recruitment process accessible to everyone.

To learn more, consult the About Alan pages https://alan.com/about and Careers https://alan.com/careers, as well as our Medium page https://medium.com/alan, our blog https://blog.alan.com/, and our Glassdoor page https://www.glassdoor.com/Overview/Working-at-Alan-EI_IE1696043.11,15.htm.

_________________________________________________________________________

[English]

⭐ 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, AI-powered tools, and multi-channel support.
  • Demonstrates empathy, initiative, adaptability, and sound judgment.
  • Can work independently, manage multiple priorities, 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.