Care Expert

Who we are

At Alan we are on an important mission to empower everyone to live a longer, healthier life. Our goal is to extend the quality years of life expectancy for everyone.

We are empowering our members to live a longer and healthier life with a 'one-stop health partner' model seamlessly integrating insurance, prevention, affordable care access and well-being services.
We are redefining healthcare by being both a health insurer and a provider, creating the most member-centric experience in a vast market. We go above and beyond for our members and companies to overcome the day-to-day health obstacles and our product is built to address the biggest pain points they face. With Alan, you're never alone.

We partner with
30,000+ companies
, with
700K+
members
, and cumulate
€500M+
and growing ARR.

The team is 600+ people, and we operate in France , Spain , Belgium , and Canada .

How we do it ?

People joining Alan are often surprised and delighted by our innovative working method. We have a set of
cultural values
that guide our approach to work, such as:

• Mission is the Boss:
  We have a mission-first focus with long-term thinking, where all employees act as owners seeking the company's success above all else.
• Member & Customer-led:
  We are obsessively focused on solving customer problems and creating delightful experiences while building trust.
• Excellence like Athletes:
  We maintain high standards and talent density, using the Keeper Test to ensure exceptional performance.
• Enlightened Despots:
  We combine distributed ownership with accountability, empowering decision-makers while maintaining responsibility.
• Radically Transparent:
  We
  make information accessible and written-first, promoting async communication while protecting sensitive data.
• Kind, Methodic Optimists:
  We collaborate genuinely without ego, support teammates, and maintain positive intent while assuming the best.
• Empathetic Challengers:
  We give direct feedback with empathy, praise strengths, and focus on growth through candid communication.
• Bold & Creative Contrarians:
  We think differently to achieve greatness, challenge expertise with first principles, and embrace calculated risks.
• Disciplined Executors:
  We focus on making good decisions quickly, maintain accountability, and break down problems into manageable pieces.
• Fight for Simplicity:
  We eliminate unnecessary processes, stay concise and articulate, and maintain smart frugality while solving problems pragmatically.

YOUR MISSION

Taking care of our clients is at the heart of our business. Our User Care Experts are on the frontline to answer our members (via chat, email and phone), solve their problems and offer an amazing customer experience.

Helping our members

Your first mission will be to deal with our members' requests in a meaningful, delightful and timely manner. Your goal is to be transparent, accurate, clear and helpful to our members. After all, we are dealing with a crucial subject — their health — and we are committed to offering them exceptional service.

Improving Alan

As a User Care Expert, you'll also have the opportunity to work on projects next to answering our members. The focus of these projects depends on your interest and background. We expect you to help us implement better processes and tools, and to contribute to improving our product. This will involve analysing what you see, identifying areas for improvement and making suggestions on what we can do better.

Grow and learn

At Alan, we are dedicated to learn as much as we can. It's not every day that you can join a fast-growing company, tackling an obsolete sector by putting the member at the heart of it all. You will become an expert in healthcare and insurance, and help new members of the great healthcare team.

Pioneering

The care team today is still relatively small. However, we have bold ambitions and will grow quickly. You will be involved in building, nurturing and enhancing our care team on a daily basis.

JOIN THE CARE TEAM You will be a good fit for the role if you:

• Have 2+ years of experience in: a customer-support role; or education; or communication
• Are bilingual English + Dutch
• Have a passion for caring for members, and solving their problems
• Love written communication
• Are comfortable with computers and technology in general
• Have a very empathetic mindset
• Are motivated and entrepreneurial
• Have an enthusiasm for teamwork, learning and teaching

Bonus points if you know how the Belgian healthcare system works — we will teach you if you don't.

Everything else you know is a plus. We want our team to be made up of a diversity of experiences and backgrounds.

Good to know:

• For this opportunity, we are aiming to hire
  full time
  and within the A2-C0 level range.
• Insurance is a regulated profession and requires all agents in contact with the public to pass a basic insurance knowledge test within their first year of exercise (some exemptions apply). This exam is covered by Alan ; reach out to us to know more

PERKS & BENEFITS

At Alan, we believe that
being in good health is a basic need,
and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are
happy, efficient and spend only high-quality time
with co-workers.

Therefore, we offer:

• Fair rewards
  . Generous equity packages complement your base salary.
• Flexible Office
  . Amazing office space at our HQ in Paris, sponsored co-working hubs in Ghent Brussels or Antwerp 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-canceling headphones.
• Flexible vacation policy and flexible working hours
  . Organize your time as you wish.
• Delightful healthcare insurance
  . Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family.
• Transport
  . You can use your own inspiration based on the Green mobility budget (for Senior level Alaners)
• Learning & Training opportunities.
  A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.
• Parental leave.
  Extended parental leave for all new parents.

Important note: we hire people not roles.

After reading this job description, if
you feel like you don't have all the necessary prerequisites
but that it matches where you are now or what you'd like to grow into in your next position,
we encourage you to apply

Not everybody will enter our recruitment process, but all, no matter how underrepresented, should feel free to apply as it can only bring learnings or success.

Check out our About Alan and Career pages, as well as our Medium & blog for more info.