User Care Expert at Alan - Remote Belgium/France — Columbus

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, 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.

⭐️ 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 OR English + French ❗️

• 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.

Do you want to get a glimpse of the team? ⬇️
Watch Elouiza's video or click on the name of Eva or Jules to hear their testimonials.

Good to know:

• For this opportunity, we are aiming to hire full time and within the A1-B1 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!

How we work

• Location: You must be legally eligible to work from Belgium or France.

• Remote work: We offer remote work flexibility, but we value in-person collaboration.

Important note: we hire people, not roles.

If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learnings or success.

If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements?

Remember, this is just a guide, not a checklist. We'll be thrilled to receive your application!

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

You want to know more about Alan?

Perks & Benefits: Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.

A strong culture: 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.