Care Expert

Who you are

• Have a genuine passion for helping others and find joy in solving member challenges
• Master French and English at a full working proficiency level (written and spoken)
• Navigate technology with confidence and embrace digital tools
• Feel at ease connecting with members across all channels - email, chat, and phone calls (call-back only)
• Bring natural empathy and a calm presence to every interaction
• Love taking initiative and turning ideas into action
• Thrive in collaborative environments where you can both learn and share knowledge
• Bonus: Already understand the French healthcare system (but don't worry if you don't - we're great teachers!)
• If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learnings or success

What the job involves

• As a Care Expert, your primary mission is to transform member requests into delightful experiences. You'll be their trusted guide, providing:
  • Meaningful solutions that make a real difference
  • Swift, timely responses when they need you most
  • Crystal-clear, accurate information
  • Transparent and helpful guidance every step of the way
• You'll dive into the fascinating world of healthcare, mastering both:
  • The intricacies of the French healthcare system
  • The unique needs of our B2B partners who've chosen Alan as their corporate health insurance provider
• Your role sits at the heart of what makes Alan special – turning complex healthcare questions into simple, human experiences
• 80% dedicated to providing exceptional member support
• 20% driving innovative Care projects tailored to your unique expertise
• Identify and implement key improvements
• Transform data insights into actionable solutions
• Lead end-to-end implementation
• Guide and inspire fellow Alaners
• Build high-performing project teams
• Shape the future of Care at Alan
• Example of projects you might lead:
  • Design member empowerment initiatives that boost autonomy
  • Architect Care team structures for peak performance
  • Collaborate on cross-community product innovations
  • Help us grow by attracting top Care talent

Benefits

• Fair rewards: Generous equity packages complement your base salary, for permanent contracts only
• Flexible Office: Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest
• All the tools you need: Top-of-the-range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-cancelling headphones
• Flexible vacation policy and flexible working hours: Organise your time as you wish
• Delightful healthcare insurance: Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family, for permanent contracts only
• Transport: Country-specific commuter benefits
• Learning & Training opportunities: A highly flexible Training policy free books and a budget to attend and speak at conferences if the opportunity arises
• Parental leave: Extended parental leave for all new parents, for permanent contracts only