About this role.
Alan is hiring a full-time Care Expert to provide empathetic, accurate support to health-insurance members through chat, email, and phone. The role combines frontline customer care with process improvement, product feedback, and participation in scaling the Belgian care team. Candidates need at least two years of relevant customer support, education, or communications experience and must be bilingual in English plus Dutch or French. Work eligibility is limited to Belgium or France, with remote-work flexibility and an expectation of in-person collaboration. The role also requires completing a basic insurance knowledge test during the first year, subject to applicable exemptions.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would acknowledge the member's concern, gather the relevant details, and explain the coverage information in clear, non-technical language. I would avoid making assumptions, verify the policy guidance when needed, and outline the specific next step or escalation path so the member knows what to expect.
I use a structured approach: identify the core question, consult approved knowledge sources, confirm key facts, and review my response for clarity before sending it. For recurring issues, I document patterns and propose updates to macros, documentation, or workflows to improve both speed and consistency.
I would share an example where I noticed repeated questions or friction in tickets, quantified the pattern, and collaborated with relevant teammates to improve a help article, template, or product flow. I would emphasize the measurable outcome, such as fewer repeat contacts, faster resolution, or improved customer satisfaction.
I listen carefully, validate the member's experience, and use respectful, plain language without overpromising or offering advice outside my scope. I focus on the information and actions I can provide, escalate appropriately when necessary, and make sure the member understands the next step.
I would prioritize urgent member needs and service-level commitments first, then reserve focused time for improvement work based on team priorities. I would keep stakeholders informed, break projects into manageable milestones, and select improvements that reduce future contact volume or make support more effective.
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
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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