Bilingual Care & Member Experience Specialist (EN/FR)

Alan; Toronto; Hybrid; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary and equity

Six weeks of vacation and flexible hrs

Comprehensive health insurance for you

Four days per week in Toronto office +

MacBook Air + Bose headphones

TTC monthly pass reimbursement

Group RRSP match 4%

Learning and development opportunities

Extended parental leave

Job summary

Alan in Toronto is hiring for a Care team role focused on member support and scaling operations in Canada. You will join a talented team, adapt processes for the Canadian context, and collaborate across Product, Operations, Sales, and Insurance.

The job requires fluency in English and French, comfort with AI-assisted workflows, and leadership experience for mentoring others in a dynamic, fast-growing environment.

Qualifications

• Has a genuine passion for member support and problem-solving.
• Excellent communication and organizational skills.
• Can simplify complex topics.
• Fluent in written and spoken English and French. This is a mandatory requirement.
• Comfortable with technology and multi-channel support, and uses AI to speed up tasks and improve quality.
• Demonstrates empathy, initiative, adaptability, and sound judgment.
• Works well in a dynamic, fast-growing environment with the ability to manage multiple priorities.
• Growth mindset and willingness to mentor others.

Responsibilities

• Provide timely, transparent, and empowering support to Alan members.
• 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.
• Work with a high degree of autonomy within a small team.
• Adapt existing Care processes from France, Spain, and Belgium to the Canadian context, and create new processes from scratch.
• Collaborate with Product, Operations, Sales, and Insurance on strategic initiatives.
• Help shape onboarding, and cross-functional improvements.
• Contribute to hiring and, optionally, mentor other Care team members.
• Build foundations to scale Care operations in Canada and improve member experience.

Skills

Bilingual English/French

Mentoring/Leadership

Strong Communication

Problem Solving

Job description

Alan in Toronto is hiring for a Care team role focused on member support and scaling operations in Canada. You will join a talented team, adapt processes for the Canadian context, and collaborate across Product, Operations, Sales, and Insurance.

The job requires fluency in English and French, comfort with AI-assisted workflows, and leadership experience for mentoring others in a dynamic, fast-growing environment.