Care Lead - Saudi Arabia

Alan SA.; Riyadh; Hybrid; SAR 300,000 - 540,000; Full time

Job summary

Alan SA. is building a new Care function in Saudi Arabia. The person will establish process, tooling, quality standards, and scale, while directly handling important member conversations from day one.

They will design the operating model with the GM Saudi and global Care teams, define hours, coverage, and tooling setup, and govern outsourcing with a strong emphasis on Arabic-language quality.

Qualifications

• Fluent in Arabic and English, spoken and written.
• Strong ownership and directness in demanding environments.
• Interest in AI-first tooling and automation.
• Comfortable operating with ambiguity; able to design systems while doing the work.
• Experience with customer-support tooling (Intercom) and outsourcing coordination.

Responsibilities

• Build Care function from zero: process, tooling, quality bar, and scale; handle in-house member conversations.
• Write scripts, guidelines, and documentation for Care in Saudi Arabia from day one.
• Shape operating model with GM Saudi and global Care community: hours, coverage, tooling, and traffic split.
• Own the outsourced partner quality; review calls/tickets in Arabic and coach agents.
• Own complaint-handling policy and regulatory SLAs; prepare Insurance Authority readiness.

Skills

Arabic-English fluency

Ownership

AI-first tooling

Ambiguity tolerance

Intercom tooling

Tools

Intercom

Job description

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 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond.

Your mission

We are building Alan's Care function in Saudi Arabia, and 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.

Founding the function

• 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: opening hours, shift coverage, tooling setup (Intercom and others), and how traffic splits between in-house and externalized support.

What success looks like: a documented, working Care operation that can pass regulatory scrutiny and handle real member conversations from launch.

Owning quality on externalized support

• Own the quality bar for everything we externalize: review calls and tickets in Arabic, coach our outsourcing partner's agents, and close the loop between what members experience and what we improve.

What success looks like: externalized conversations meet Alan's quality bar, and gaps get caught and fixed before they become member complaints.

Owning regulatory accountability

• Own the complaint-handling policy and the regulatory SLAs on complaints.
• Prepare the documentation and readiness for the Insurance Authority inspection.

What success looks like: Alan passes Insurance Authority inspection with a clear, accountable answer on every complaint-handling question asked.

You won't be building this alone. You'll have the full support of Alan's global Care Ops team on process design, tooling, forecasting, and planning, the same team behind our Care launches in France, Belgium, and Canada. You bring the on-the-ground execution and Arabic-language expertise; they bring the playbooks and cross-market experience.

Who we are looking for

• You are a founding operator. You've built an operational function from scratch before, or you're ready to do it for the first time with real ownership.
• You are hands-on in ambiguity. You're happy to answer tickets yourself on day one while designing the system in parallel. Some decisions on coverage model and tooling are still being finalized, and you'll help make them.
• You are AI-first. You're excited to work on automation and tooling, not just process.
• You lead with ownership and directness. You hold an outsourcing partner accountable to a quality bar without hesitation.
• You are genuinely energized by great customer experience. When a member is frustrated, you don't just close the ticket, you make sure they walk away feeling cared for.
• You understand the member's stakes. Ideally, you've seen pre-authorization, claims, or member frustration points up close, in health insurance, health services, or a comparable regulated environment.

Requirements for the role

Must-haves

• Saudi national.
• Fluent in Arabic and English, spoken and written. Both are mandatory: Arabic for the QA work on Arabic-language conversations, English for collaboration with the global Care community and cross-functional teams.
• Comfortable operating with significant ambiguity: building the system and doing the work at the same time.
• Strong ownership and directness, including holding an external partner accountable to a quality bar.
• Genuine interest in AI-first tooling and automation.

Nice-to-haves

• 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).

Level target: B1-C1 on Alan's level grid.

What we offer

• A world-class team to lean on: you won't be alone. You'll have the full support of Alan's global Care Ops team, and the full team's playbooks from launching Care in France, Belgium, and Canada.
• Real ownership and impact from day one, on a function you build yourself.
• As the team scales, this role has the potential to grow into leading a local team.