User Care Expert

Who we are
Alan envisions a world where anyone holds the power to actively influence their physical and mental health. We strive every day for a healthier humanity, starting with healthier people and healthier businesses.
Alan simplifies access to care, and empowers everyone to be healthier, physically and mentally, thanks to preventive care, health and insurance all in one experience. From prevention to extra-fast reimbursement of health care, and overcome together, as easily as possible, health related issues. We go the extra-mile for our members, becoming a resource for them, and obsessively creating solutions to help them in their day-to-day obstacles with a caring, tailored, personalized approach. They are never alone with Alan.
We partner with 25,000 companies , with 500K members , and cumulate €350m+ and growing ARR . We operate in France , Spain and Belgium . The team is 580+ people , all over Europe.
How we do it ?
People joining Alan are always surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:
- Members first . We put our members first, our team second, our shareholders third.
- Radical Transparency . We make all choices in writing and adopt a direct and honest style of communication.
- Personal & Team Growth . We are self-improving whilst helping others grow. We're no ego-doers and we all edit the company.
- Distributed Ownership . We trust our colleagues to make the right choices. We are not afraid to fail fast individually to learn collectively in the long run.
- Fearless ambition . We shoot for the moon and work backwards. We focus on solving complex problems with simple principles far from ready made ideas. We embrace AI to increase our productivity and be at the forefront of technological changes.
The challenge
Taking care of our clients is at the heart of our business. Our User Care Experts (UCEs) are on the frontline to answer our members, solve their problems and offer an amazing customer experience. We are looking for a User Care Expert in who will help them in their mission to create the best customer service in Europe
Helping our members
Your first mission will be to deal with member requests in a meaningful, delightful and timely manner. Your goal is to be transparent, accurate, clear and helpful to our members. You'll deliver an extremely personalized service , creating strong bonds with our members and making them happy so they can eventually become ambassadors for Alan.
The topics User Care Experts deal with are wide-ranging and complex . You will acquire a strong knowledge of the Spanish healthcare system, but you will also be dealing with our B2B customers who choose Alan as their corporate health insurance. Being efficient, professional and empowering them to gain the most value from our products is essential.
Improving Alan
All User Care Experts (UCEs) are actively engaged in a Care project beyond their regular member interactions. The nature of these projects is tailored to individual interests and backgrounds.
We are seeking experienced professionals who will :
- Spearhead key process improvement initiatives.
- Utilize data analysis to pinpoint areas for enhancement and devise potential solutions.
- Take ownership of the implementation process.
- Utilize clear prioritization frameworks to make strategic decisions.
Examples of these tasks include:
- Leading initiatives to empower members, fostering their autonomy, and facilitating the training of new Alan team members.
- Structuring the team to enhance the organization of the Care team.
- Contributing to product enhancement, such as participating in cross-community projects.
- Playing an active role in our growth efforts by offering suggestions on tools, documentation, processes, and strategy.
- Contributing to the recruitment of exceptional new User Care Experts.
Coaching
One of your key responsibilities will involve coaching junior members within the Care team . At Alan, we strongly believe in fostering mutual growth and support among our team members.
Our organizational structure is deliberately flat, devoid of the traditional management hierarchy. In this setup, experienced User Care Experts like you hold a crucial role in nurturing the skills and guiding the career progression of several other User Care Experts, emphasizing our commitment to continuous learning and mentorship
For this opportunity, we are aiming to hire within the A1-A2 level range .
Join the Care team ?
You will excel at Alan if you :
- Possess a genuine passion for taking care of our members and solving their problems.
- Have a minimum of 6 years of experience in fast-paced environments, interacting with customers, addressing their needs, resolving issues, and delivering exceptional service.
- Can speak and write fluently in both Spanish and English (proficiency in other languages is highly welcomed).
- Have previous experience providing live-chat support.
- Have the ability to grasp complex problems swiftly and simplify them for others.
- Possess a deeply empathetic and calm demeanor.
- Demonstrate enthusiasm for teamwork, continuous learning, and teaching others.
- Are willing to dedicate 70% of your time to assisting our members, alongside other tasks that allow you to unleash your full potential.
- Bring a wealth of experience in organizational tasks, effectively managing intricate projects involving diverse communities, and utilizing data-driven approaches for decision-making.
- Are based in Spain, our chosen location.
Having additional knowledge is a valuable asset We aim to create a team with a wide range of experiences and backgrounds. If you come from backgrounds such as coaching, HR (with expertise in transformation, organizational design, and business partnering), quality policy writing, journalism, communications, operations, project management, product development, or key account management, we encourage you to apply. Your unique perspective and skills will enrich our team
Learn more about our Care team here
Perks & Benefits
At Alan, we believe that being in good health is a basic need , and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.
Therefore, we offer:
- Fair rewards . Generous equity packages complement your base salary, for permanent contracts only.
- Flexible Office . Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you're the happiest.
- All the tools you need . Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
- Flexible vacation policy and flexible working hours . Organize yourtime as you wish.
- Delightful healthcare insurance . Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family, for permanent contracts only.
- Transport . Country-specific commuter benefits.
- Learning & Training opportunities . A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.
- Parental leave . Extended parental leave for all new parents, for permanent contracts only.
Important note: we hire people not roles.
After reading this job description, if you feel like you don't have all the necessary prerequisites but that it matches where you are now or what you'd like to grow into in your next position, we encourage you to apply
Not everybody will enter our recruitment process, but all, no matter how underrepresented, should feel free to apply as it can only bring learnings or success.
Check out our About Alan and Career pages, as well as our Medium , blog and Glassdoor page for more info.

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