Job Description
Who we are
Alan is the healthcare super-app offering personalised healthcare amp; wellbeing to our members.Founded in 2016 by Jean-Charles Samuelian and Charles Gorintin, Alan is the first independent digital health insurance in France since 1986.
By providing our members with delightful health insurance bundled with innovative healthcare services, Alan's long-term goal is to help all people have a personalised and accessible healthcare experience.
As of today, Alan covers more than 170,000 members, representing over 100m of annualised revenue. We recently raised a further 185m in a series D funding round bringing the company’s total valuation to 1.4bn. The team is 400+ people and growing. We recently landed in Spain and Belgium , and guess what: the best is yet to come!
How we do it?
At Alan, we have a set of cultural values that guide our approach to work:- Members first. We put our members first, our team second, our shareholders third.- Distributed Ownership. We empower everyone to make courageous decisions and to work asynchronously.- Radical Transparency. We take all our decisions in writing and adopt a direct and honest style of communication.- Personal amp; Team Growth. We are self-improving whilst helping others grow. We’re no ego-doers and we all edit the company.- Fearless ambition. We shoot for the moon and work backwards. We push for excellence by focusing on uncomfortable A+ problems.
Underrepresented folks...Science shows that you are less likely to apply if you feel you don’t have all the necessary prerequisites.If this description matches where you are now or what you'd like to grow into in your next position, we encourage you to apply.
We strive to make our culture as inclusive as possible and believe both the company and its culture are strongest when composed of diverse experiences and backgrounds.- We have an open salary amp; equity policy combined with a transparent career path: we base our people decisions on objective criteria.- We have flexible working hours and leave policy.- We trust people to work remotely (we are a work from anywhere company).- We extended the length of parental leave and value this time as professional experience.- We respect our coworkers gender identity and use their names, pronouns and agreements no matter their legal status.- We make tough decisions if we see discriminatory remarks.
The ChallengeAs a customer centric company, taking excellent care of our clients is the core of our business. It’s not only the work of the Care team, but of all Alaners. Everyone is involved in responding to our members and admin's questions, requests and feedback. These are going to be your main responsibilities:
Helping our members First things first: a great majority of the time you’ll be responding to our members and admins, answering their questions, solving their problems and anticipating their requests in a quick, clear and precise way. 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.
Improving Alan As the best positioned to see prospects and users requests, your mission also includes to heavily contribute to the work of the Product teams and Crews by synthetically funneling user feedback. You will collaborate with the Sales team identifying prospects and gathering information, as well as helping Sales with insurance, operational and all sorts of questions. We also expect you to identify points of improvement and make suggestions on our tools, documentation, processes and strategy.
Does this sound like you?You will thrive at Alan if you:- Have at least 2 years of experience dealing with customer requests or in a customer-facing role- Are able to work independently in a fast-paced environment- Are extremely energetic and can easily put yourself on someone else’s shoes. - Feel proud of delivering an excellent service levelAre obsessed for the inbox 0 and enjoy solving problems- Are curious and resourcefulCan grasp complex problems quickly and simplify them for someone else- Are hands-on and not scared of getting your hands dirty-Are creative and love to write (in English and Spanish!)- Are confident with learning new tools, technologies and methodologies- Have a strong attention to detail
Learn more about our Care team here!
The Alan Method
At Alan, we ha
Job Specification