Bilingual Customer Experience Specialist - Canada 🇨🇦

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.

• 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.

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.

• 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.

• 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.

• Knowledge of the Canadian healthcare system.

• Experience in Operations, Project Management, Product, or Account Management.

• 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.

• 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.