Member Support Expert

About the role

Alan is redefining how people experience healthcare by building a system that acts before problems escalate, rather than reacting once it is too late. You will own the end to end experience for members, ensuring that every interaction with Alan feels human, clear, and effective. In this role, you will serve both individual users and business customers, guiding them through complex healthcare topics with patience and precision. You will become a trusted voice for prevention, translating the ambitions of Alan into real support for thousands of members across Canada. The position sits at the heart of the Care organization, connecting directly with Operations, Product, Sales, and Insurance to align on quality and continuous improvement. You will be expected to grow in the role, taking on strategic projects that shape how Care scales in the Canadian market while maintaining the highest standards of member delight.

Key facts

What you'll do

• Serve as the primary point of contact for members, resolving complex inquiries via chat, email, and phone with speed and accuracy.
• Translate intricate healthcare policies, benefits, and clinical concepts into simple, reassuring language for members from diverse backgrounds.
• Partner closely with Product and Operations to identify friction points in the member journey and design experiments that improve clarity and outcomes.
• Act as the voice of the member within cross functional initiatives, sharing insights from live interactions to influence roadmap decisions.
• Support the onboarding of new B2B clients, ensuring their teams understand how to leverage Alan's prevention focused platform effectively.
• Own strategic projects in Canada that streamline Care operations, from refining onboarding flows to implementing new tools that boost efficiency.
• Collaborate with Insurance specialists to ensure member support aligns with coverage rules, while still advocating for the best possible experience.
• Mentor newer Care Experts, sharing techniques for de escalation, empathy, and problem solving to lift the standard of the whole team.
• Track and analyze support metrics, using data to propose improvements that reduce repeat contacts and increase first contact resolution.
• Maintain deep expertise in the Canadian healthcare landscape so that Alan's solutions remain locally relevant and truly useful for members.

Requirements

• You must be legally authorized to work in Canada and hold the right to reside in Toronto, Ontario without sponsorship.
• You possess a minimum of three years of professional experience in member facing roles, ideally within healthcare, insurance, or a related service environment.
• You demonstrate exceptional written and verbal communication skills in English, with a clear, structured, and professional style.
• You show outstanding problem solving abilities, approaching ambiguous situations with calm analysis and a bias for timely action.
• You have great organization and time management skills, comfortably managing multiple streams of work without sacrificing quality.
• You can simplify complex topics, breaking them down into actionable steps that members can easily understand and apply.
• You are user centric and empathetic, consistently placing the member's experience at the center of every decision and interaction.
• You remain composed under pressure, maintaining professionalism and empathy even during high volume or emotionally charged conversations.
• You show initiative and drive, proactively identifying improvements and challenging past decisions in a constructive way.
• You are a fast learner, excited to master new tools, technologies, and methodologies as Alan continues to evolve its platform.

Nice to have

• Previous experience with the Canadian healthcare system, including how services are accessed, funded, and coordinated across providers.
• Background in operations, project management, product, or account management, with a track record of owning end to end responsibilities.

Practical notes

This is a full time position based in Toronto, ON, Canada. The role involves significant interaction across digital channels, including chat, email, and phone. Travel is not required as the position is fully remote compatible with the expectation to work from the Toronto area. There may be occasional opportunities for team gatherings or training sessions, and participation in these events is expected when scheduled. Visa sponsorship is not available for this role.