---
title: 'Bilingual Customer Experience Specialist - Canada 🇨🇦 at Alan'
canonical: 'https://feeny.ai/job/bilingual-customer-experience-specialist-canada-alan-toronto-j0vrapyjg1ks'
type: 'job'
last_seen: '2026-11-10'
---

# Bilingual Customer Experience Specialist - Canada 🇨🇦 at Alan

- **Company:** [Alan](https://feeny.ai/companies/alan)
- **Location:** Toronto, Canada
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-11-09
- **Last confirmed live:** 2026-11-10
- **Apply:** https://jobs.ashbyhq.com/alan/5c71238c-2b3c-41c6-8ffc-bab9fe4944b3

## Job description

This role is also advertised in French [here](https://jobs.ashbyhq.com/alan/6e716efd-c2eb-4dd5-8f4d-c920af9ef555). Both postings refer to the same position. _____________________________________________________________

🎯 The role at a glance

- Location: Toronto, Ontario. 4 days per week in our Toronto office + 1 day remote. You must live in Toronto or be ready to relocate.
- Salary: CA$ 87,000–106,000 per year, plus equity and benefits.
- Languages: Fluent written and spoken English AND French (required).
- Work authorization: You must be legally authorized to work in Canada.
- Channels: Chat and email. No inbound or outbound phone support.
- Hours: Flexible hours on working days (no week-ends)
- Team: You join a small Care team in Canada (4 people), working closely with Operations, Product, Sales and Insurance.

_____________________________________________________________

💙 Why Alan

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 (the people covered by Alan), 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. _____________________________________________________________

📅 What you will do day to day

You will join a team of talented and committed customer support professionals, working closely with Operations, Product, Sales, Insurance, and many other teams. Your mission is two-fold:

1️⃣ Provide timely, transparent, and empowering customer support to Alan members and business clients, by chat and email.

- Answer questions and solve problems, and develop expertise in healthcare systems and Alan's products.
- Help members and business customers get the most value from their coverage.
- Share insights with Product and Operations to improve our products and services.
- Support new company onboardings.

2️⃣ Build the foundations to scale Care operations in Canada and improve the customer experience.

- 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.

_____________________________________________________________

🤖 How we use AI in this role

AI is part of how the Care team works every day, not an add-on. You will be expected to use it to:

- Structure information and prepare clear, accurate answers faster.
- Speed up repetitive tasks, so you can spend your time on the conversations that need a human.
- Improve the quality of your responses.
- Spot where a process could be simpler or automated, and help us build that improvement.

AI supports you; empathy and judgment stay yours. _____________________________________________________________

🔍 What we are looking for

Must-haves

- 2+ years of work experience.
- Fluent in written and spoken English and French. This is mandatory.
- Based in Toronto or ready to relocate, and comfortable with ~4 days per week in the office.
- Legally authorized to work in Canada.

You also

- Have a genuine passion for helping people and solving their problems.
- Have excellent communication and organizational skills, and can simplify complex topics.
- Are comfortable with technology and multi-channel support, and use AI enthusiastically (see above).
- Show empathy, initiative, adaptability, and sound judgment.
- Are comfortable in a dynamic, fast-growing environment: you adapt quickly, manage multiple priorities independently, and contribute to continuous improvement.
- Bring a constructive, growth-oriented mindset.
- Have experience mentoring or leading others, or are interested in developing these skills.

## Nice to have

- Knowledge of the Canadian healthcare system.
- Experience in Operations, Project Management, Product, or Account Management.

_____________________________________________________________

🚧 This role may not be for you if…

- You're looking for a stable, fully defined routine. We are building the Canadian Care operation from scratch, so processes will change.
- You prefer working fully remote. This role is in our Toronto office about four days a week.
- You're looking for a phone-based role. Support is by chat and email.
- You're not fluent in both English and French, or not authorized to work in Canada.
- You'd rather not use AI tools as part of your daily work.

_____________________________________________________________

🎁 Perks & benefits

- Competitive salary and equity.
- Six weeks of vacation and flexible working hours.
- Comprehensive health insurance, 100% covered by Alan for you and your family.
- 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 If this role matches your experience, interests, or career direction, we would love to hear from you, even if you don't tick every "You also" box above. The must-haves (languages, location, work authorization) are firm. We want our team to reflect a diversity of experiences and backgrounds. Alan is committed to accessible recruitment. Learn more about [About Alan](https://alan.com/about), [Careers](https://alan.com/careers), our [Medium](https://medium.com/alan), [blog](https://blog.alan.com/), and [Glassdoor](https://www.glassdoor.com/Overview/Working-at-Alan-EI_IE1696043.11,15.htm).

## About Alan

## Company Overview
- **One-liner**: Alan is an integrated digital health partner that combines health insurance, virtual care, and prevention into a single platform.
- **Entity Type**: Private (Series F, raised €140M in 2024)
- **Headquarters**: Paris, France (117 Quai de Valmy, 75010)
- **Founded**: 2016
- **Founders**: Jean-Charles Samuelian-Werve and Charles Gorintin

## Core Business
- Primary industry: Healthcare IT / Health Insurance / Digital Health
- Target customers: B2B (companies of all sizes), B2C (retirees, self-employed), and government entities (ministries, local collectivities)
- Mission or purpose statement: "Empower everyone to live a longer, healthier life" and "make prevention the new norm of care"

## Products & Services
- **Alan Health Insurance**: Full-stack digital health insurance with instant reimbursements, smart risk management, and transparent pricing. Covers individuals and groups.
- **Alan Clinic**: Virtual clinic offering AI-powered medical assistant (95%+ good/excellent feedback from doctors), 24/7 clinician chats and video consults, and personalised prevention journeys for mental health, back pain, sleep, nutrition, etc.
- **Prevention & Wellness Platform**: Team and individual challenges, curated wellness store (e.g., integrated optics), and proactive health programmes that drive 30%+ weekly active user engagement.
- **AI Medical Assistant**: Proprietary AI built for faster, fairer healthcare — provides instant answers and powers smart claims processing (50% of reimbursements in under 5 minutes, 90% in under a day).

## Market Standing
- **Valuation**: €4 billion (as of Series F in 2024)
- **Key Metric**: Over €800 million in annualised revenue, serving 1.1 million+ members across France, Belgium, Spain, and Canada
- **Notable Investors/Partners**: Not disclosed in available sources (Series F led by unspecified investors; recognised as part of La French Tech’s Next40 since inception)
- **Growth Signals**: 800+ employees (up from <10 in 2016); expanded to 4 countries; 95% of SMB clients spend less than 2 hours per year managing coverage; 4.9/5 App Store rating

## Competitive Advantages
- **Integrated model**: The only health partner that combines insurance, virtual care, and prevention in one seamless experience — reducing fragmentation.
- **Proprietary AI**: Built specifically for healthcare, achieving doctor-validated accuracy and enabling instant claims and medical chats.
- **Culture of transparency**: Public salary and equity grids, open access to compensation data for all employees, radical transparency in decision-making.
- **Prevention-first approach**: Proactive health journeys and challenges drive member engagement and long-term outcomes.

## Strategic Focus
- Deepen AI integration across care and insurance to improve speed, fairness, and personalisation.
- Expand into new geographies and customer segments (currently France, Belgium, Spain, Canada; targeting more).
- Scale prevention programmes to shift healthcare from reactive to proactive.
- Continue building a "healthy business" culture with distributed ownership, flexibility, and merit-based progression.

## Why Work Here
- **Culture**: "Radically transparent", member-led, kind methodic optimists — with distributed ownership and accountability. Emphasis on mission and excellence.
- **Remote/Hybrid Policy**: Flexible remote within employment country; offices in Paris, Madrid, Barcelona, Ghent, Brussels, plus coworking hubs across France, Belgium, and Spain. Tailored to role and team needs.
- **Compensation**: Above-market base salary (public grids, no negotiation), equity grants for all Alaners (hiring, refresher, promotion), annual salary reviews and boosters.
- **Diversity & Inclusion**: 48% women (21% in tech/engineering), 94/100 equality index (France), accessible workplaces, zero-tolerance for discrimination.
- **Perks**: Full Alan health coverage for employees, flexible working, transparent career paths, and a strong sense of belonging in a mission-driven environment.

## Sources
1. [alan.com](https://alan.com/en)
2. [alan.com/careers](https://alan.com/en/careers)
3. [alan.com/everyday-life](https://alan.com/en/careers/a/everyday-life)
4. [alan.com/compensation](https://alan.com/en/careers/a/salary-equity)
5. [jobs.ashbyhq.com/alan](https://jobs.ashbyhq.com/alan)

## Other roles at Alan

- [Assistant(e) social(e)](https://feeny.ai/job/assistant-e-social-e-alan-paris-hjwnz16g7q39) — Paris, France
- [Marketing Operations](https://feeny.ai/job/marketing-operations-alan-paris-e8mm1p0y0j22) — Paris, France
- [Senior Revenue Ops](https://feeny.ai/job/senior-revenue-ops-alan-paris-tbv6kchvf1fs) — Paris, France / Madrid, Spain / Barcelona, Spain / Bruxelles, Belgium
- [Senior Revenue Ops](https://feeny.ai/job/senior-revenue-ops-alan-paris-eg0qf8jwh3zb) — Paris, France
- [Psychologue du travail](https://feeny.ai/job/psychologue-du-travail-alan-paris-hf0xkefem3aj) — Paris, France
- [Design Ops](https://feeny.ai/job/design-ops-alan-paris-t8098pp2q0vf) — Paris, France
- [Enterprise Sales Lead (French market)](https://feeny.ai/job/enterprise-sales-lead-french-market-alan-paris-27r9x762qa1x) — Paris, France
- [Care Expert - Belgium 🇧🇪](https://feeny.ai/job/care-expert-belgium-alan-in-191bndmp29k5) — IN, Belgium
- [Spécialiste Expérience Client Bilingue - Canada 🇨🇦](https://feeny.ai/job/specialiste-experience-client-bilingue-canada-alan-toronto-n0a9pw3dh22t) — Toronto, Canada
- [Customer Success Manager - France 🇫🇷](https://feeny.ai/job/customer-success-manager-france-alan-paris-a66e2vx18cx6) — Paris, France