Member Support Expert - Canada 🇨🇦

Alan • Toronto, ON

8d • Onsite

About The Position

Alan exists to end the wait in healthcare by building the new standard in prevention insurance. Alan integrates insurance, prevention, and care into a single, acclaimed user experience. We are a global leading company with a unique culture, partnering with 40K+ companies and serving over 1M+ members. We are hiring across multiple countries, including Canada.

The Care team at Alan consists of over 100 talented, committed, and passionate experts who collaborate closely with various departments like Ops, Product, and Sales. As a Member Support Expert, your primary mission is to deliver exceptional, timely, transparent, and empowering member support. You will develop deep expertise in healthcare systems to assist both individual members and B2B customers. Additionally, you will contribute to company growth by providing insights for product and service improvements, assisting with new company onboardings, and collaborating on strategic initiatives.

Requirements

• 3+ years of experience.
• Genuine passion for member care and problem-solving.
• Excellent written and verbal English communication skills.
• Motivated with a “builder” mindset.
• Comfortable with technology and enthusiastic about using AI-powered tools.
• Excel in multi-channel support (chat, email, phone).
• Strong empathy and ability to maintain composure under pressure.
• Show initiative and drive for continuous improvement.
• Enjoy collaborating, learning, and sharing knowledge with teammates.
• Outstanding problem-solving skills.
• Great organization skills / Time management skills.
• Ability to simplify complex topics.
• User centricity and empathy: Always thinking about the member’s experience first and how to delight them.
• Comfortable in fast-paced environments with a high level of uncertainty.
• Ability to remain proactive and biased for action in exploratory project stages.
• At ease to self-start and work independently with a strong capacity to adapt.
• Highly adaptable and fast learner: excited to learn new tools, technologies, and methodologies.
• Highly organized: able to handle many different tasks in parallel.
• Hands-on: not scared of getting their hands dirty and diving into any problem.
• Challenger: Portrays a general growth mindset and challenges Alan’s past decisions.
• Leadership: Able to attract top talents, lead, mentor, and make people grow.
• Must reside in Toronto, ON or be willing to relocate here.

Nice To Haves

• Knowledge of the Canadian healthcare system.

Responsibilities

• Deliver exceptional member support that is timely, transparent, and empowering.
• Develop deep expertise in healthcare systems to assist members and B2B customers.
• Provide insights to improve products and services.
• Assist with new company onboardings.
• Collaborate across teams to drive strategic initiatives.
• Own strategic projects to scale Care operations in Canada.
• Leverage existing processes from Care in other countries while adapting to the local Canadian context.
• Shape Care operations in Canada, including flawless onboarding and proactive support.
• Participate in shipping cross-functional improvements to the member experience.
• Participate in hiring processes.
• Mentor more junior members of the Care team, fostering a culture of continuous improvement and knowledge sharing.

Benefits

• Competitive compensation including salary, equity, and comprehensive benefits within the A2-B1 range.
• Stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.
• Innovative working method and a strong culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed