Bilingual Customer Experience Specialist - Canada 🇨🇦

This role is also advertised in French here . Both postings refer to the same position. _____________________________________________________________ 🎯 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. _____________________________________________________________ 💙 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. _____________________________________________________________ 📅 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. _____________________________________________________________ 🤖 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. _____________________________________________________________ 🔍 What we are looking for Must-haves 2+ years of work experience. Fluent in written and spoken English and French. This is mandatory. Based