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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• 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.