--- title: 'Bilingual Member Support Expert (EN/FR) - Canada 🇹🇩 at Alan' canonical: 'https://feeny.ai/job/bilingual-member-support-expert-en-fr-canada-alan-toronto-n2y3fyzzzaq3' type: 'job' last_seen: '2026-09-08' --- # Bilingual Member Support Expert (EN/FR) - Canada 🇹🇩 at Alan - **Company:** [Alan](https://feeny.ai/companies/alan) - **Location:** Toronto, Canada - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-09-07 - **Last confirmed live:** 2026-09-08 - **Apply:** https://jobs.ashbyhq.com/alan/528f61a0-622a-4488-853c-470af4b8c542 ## 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 https://alan.com/en/careers. 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. ## ⭐ LE SERVICE CLIENT CHEZ ALAN Tu rejoindras une Ă©quipe de plus de 100 spĂ©cialistes du service client, engagĂ©s et passionnĂ©s par leur mĂ©tier. Au quotidien, nous travaillons main dans la main avec les Ă©quipes OpĂ©rations, Produit, Ventes, Assurance et bien d’autres. ## 🎯 TA MISSION Ton rĂŽle sera d’accompagner les membres d’Alan avec rapiditĂ©, clartĂ© et bienveillance, pour leur permettre de comprendre leur couverture et d’avancer en toute confiance. ConcrĂštement, tu seras amenĂ© Ă  : - DĂ©velopper ton expertise des systĂšmes de santĂ© et des produits Alan. - Aider les membres et les entreprises clientes Ă  tirer le meilleur parti de leur couverture. - Partager tes observations et tes idĂ©es pour amĂ©liorer continuellement nos produits et nos services. - Participer Ă  l’intĂ©gration de nouvelles entreprises clientes. - Collaborer avec diffĂ©rentes Ă©quipes sur des projets et initiatives stratĂ©giques. ## 🚀 FAIRE GRANDIR ALAN AU CANADA Au-delĂ  de l’accompagnement des membres, tu contribueras Ă  dĂ©velopper notre activitĂ© de service client au Canada et Ă  amĂ©liorer l’expĂ©rience des membres. Tu pourras notamment : - Collaborer Ă©troitement avec les Ă©quipes Produit, OpĂ©rations, Ventes et Assurance. - Adapter au contexte canadien les processus dĂ©jĂ  mis en place par les Ă©quipes Support en France đŸ‡«đŸ‡·, en Espagne đŸ‡Ș🇾 et en Belgique 🇧đŸ‡Ș. - Travailler de maniĂšre autonome au sein d’une Ă©quipe Ă  taille humaine. - Contribuer Ă  amĂ©liorer l’intĂ©gration des entreprises, la proactivitĂ© du support Alan et l’expĂ©rience des membres. - Participer au recrutement et, si tu en as envie, accompagner et mentorer d’autres membres de l’équipe Support. ## ⭐ LE PROFIL QU'ON RECHERCHE On recherche une personne avec au moins trois ans d’expĂ©rience pertinente, qui : - Aime profondĂ©ment accompagner les membres et trouver des solutions Ă  leurs problĂšmes. - PossĂšde d’excellentes compĂ©tences en communication et en organisation. - Sait rendre simples et accessibles des sujets parfois complexes. - Parle et Ă©crit couramment le français et l’anglais. Cette maĂźtrise est indispensable pour le poste. - Est Ă  l’aise avec la technologie, les outils IA et le support multicanal. - Fait preuve d’empathie, d’initiative, d’adaptabilitĂ© et de discernement. - Sait travailler de maniĂšre autonome, gĂ©rer plusieurs prioritĂ©s et contribuer Ă  l’amĂ©lioration continue. - A un esprit critique et constructif, ainsi qu’une vraie envie d’apprendre et de progresser. - A dĂ©jĂ  une expĂ©rience en mentorat ou en leadership, ou souhaite dĂ©velopper ces compĂ©tences. Une bonne connaissance du systĂšme de santĂ© canadien est un plus. Si ce n’est pas encore ton cas, pas d’inquiĂ©tude, nous t’aiderons Ă  monter en compĂ©tence. Les candidatures de personnes ayant une expĂ©rience dans les domaines suivants sont Ă©galement les bienvenues : - OpĂ©rations - Gestion de projets - Produit - Gestion de comptes ## 📍 LIEU DE TRAVAIL ET RÉMUNÉRATION Le poste est basĂ© dans notre bureau de Toronto, en Ontario, et requiert une prĂ©sence sur site quatre jours par semaine. Nous proposons une rĂ©munĂ©ration compĂ©titive, composĂ©e d’un salaire, d’une rĂ©munĂ©ration en actions et d’un ensemble complet d’avantages sociaux, dans la fourchette A2-B1 https://alan.com/en/careers/a/salary-equity. 🙌 AVANTAGES SOCIAUX https://alan.com/about/life-at-alan/a/perks Chez Alan, tu bĂ©nĂ©ficieras notamment de : - Un salaire compĂ©titif et une rĂ©munĂ©ration en actions. - Six semaines de vacances et des horaires flexibles. - Une assurance santĂ© complĂšte, prise en charge Ă  100 % par Alan pour toi et ta famille. - Une allocation-repas, ainsi que du cafĂ© et des collations, les jours oĂč tu travailles depuis le bureau de Toronto. - Un Ă©quipement de qualitĂ©, notamment un MacBook Air et un casque Bose Ă  rĂ©duction de bruit. - Le remboursement intĂ©gral de ton abonnement mensuel Ă  la TTC. - Une contribution de l’employeur Ă©quivalente Ă  4 % dans le cadre de notre programme de REER collectif. - Des possibilitĂ©s de formation et de dĂ©veloppement. - Un congĂ© parental prolongĂ© pour tous les nouveaux parents. ⚙ À RETENIR : ON RECRUTE DES PERSONNES, PAS DES CASES À COCHER Tu n’as pas besoin de remplir tous les critĂšres pour postuler. Si ce poste correspond Ă  ton expĂ©rience, Ă  tes centres d’intĂ©rĂȘt ou Ă  la direction que tu souhaites donner Ă  ta carriĂšre, on serait ravis de lire ta candidature. On veut construire une Ă©quipe qui reflĂšte la diversitĂ© des expĂ©riences et des parcours. Alan s’engage Ă  proposer un processus de recrutement accessible Ă  toutes et tous. Pour en savoir plus, consulte les pages À propos d’Alan https://alan.com/about et CarriĂšres https://alan.com/careers, ainsi que notre page Medium https://medium.com/alan, notre blogue https://blog.alan.com/ et notre page Glassdoor https://www.glassdoor.com/Overview/Working-at-Alan-EI_IE1696043.11,15.htm. _________________________________________________________________________ [English] ## ⭐ 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. ## đŸ‘· 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 đŸ‡«đŸ‡·, Spain đŸ‡Ș🇾, and Belgium 🇧đŸ‡Ș 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, AI-powered tools, and multi-channel support. - Demonstrates empathy, initiative, adaptability, and sound judgment. - Can work independently, manage multiple priorities, 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 https://alan.com/en/careers/a/salary-equity. 🙌 PERKS & BENEFITS https://alan.com/about/life-at-alan/a/perks 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 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. 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