Bilingual Member Support Expert - Canada

Portage Ventures GP Inc.; Toronto; Ibrido; CAD 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary and equity

Six weeks of vacation

Comprehensive health insurance

Four days per week in Toronto office

MacBook Air + headphones

TTC pass reimbursement

RRSP employer matching

Learning and development

Parental leave

Descrizione del lavoro

Alan in Toronto is seeking a Care professional to join a team of 1000+ people. You will provide timely, transparent support to members, develop expertise in Alan’s healthcare products, and collaborate across teams on strategic initiatives. A hybrid role with strong English/French language requirements and AI-enabled efficiency.

Benefits include competitive compensation with equity, six weeks vacation, comprehensive health insurance, and a supportive work environment in a fast-growing company.

Competenze

• 3+ years of relevant experience in member support or care roles.
• Fluent in written and spoken English and French; bilingual proficiency is mandatory.
• Comfortable with technology and multi-channel support, uses AI to structure information and speed up tasks.

Mansioni

• Provide timely, transparent, and empowering support to Alan members.
• Develop expertise in healthcare systems and Alan’s products.
• Share insights to improve products and services.
• Support onboarding and collaborate across teams on strategic initiatives.
• Contribute to hiring and mentor other Care team members.

Conoscenze

Bilingual English/French

Customer support

Care experience

Descrizione del lavoro

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. 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.

This role is also advertised in French here. Both postings refer to the same position.
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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.

Perks & Benefits

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, Careers, our Medium, blog, and Glassdoor.