Bilingual Customer Experience Specialist - Canada 🇨🇦

This role is also advertised in French here https://jobs.ashbyhq.com/alan/e8748316-8095-434b-b5a6-5d71aea7f2d8. Both postings refer to the same position.
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🎯 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.

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💙 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.

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📅 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.

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🤖 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.

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🔍 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.

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🚧 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.

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🎁 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.

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⚙️ 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.