User Care Expert

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 currently hiring experienced User Care Experts, with varied and interesting challenges to solve.

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.

The topics UCEs deal with are wide-ranging and complex. You will acquire a strong knowledge of the French 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 UCEs work on a Care project outside of their time answering our members. The focus of these projects depends on each individual's interest and background.

We are looking for experienced individuals who will:

1. Manage key process improvement.
2. Use analysis to identify areas for improvement and find potential solutions.
3. Own the process of implementation.
4. Lead a crew of Alaners to help achieve their goal.

Some examples of such tasks might be:

1. Lead initiatives on how we empower members and make them more autonomous, as well as upskill new Alaners.
2. Own the structuring of the team in order to improve the Care team's organisation.
3. Contribute to improving our product, for instance by being involved in cross communities projects.
4. Participate in our growth effort by helping to convert prospects into customers.
5. Contribute to hiring amazing new UCEs!

Coaching

Another responsibility will be to coach more junior members of the Care team, because at Alan, we believe in helping each other grow.

Since we have a very flat structure without the classic management hierarchy, the experienced User Care Experts play an important role in developing the skills and career progression of several User Care Experts.

Join The Care team!

You would be happy at Alan if you:

1. Have a genuine passion for caring for our members and solving their problems.
2. Can speak and write impeccable French, as well as English.
3. Are comfortable with computers and technology in general.
4. Are at ease with answering our members by email and chat as well as calling them back by phone.
5. Have a very empathetic and serene state of mind.
6. Are motivated and enterprising.
7. Have an enthusiasm for teamwork, learning, and teaching.
8. Feel comfortable handling workshops and webinars with admins.

Bonus points if you know how the French healthcare system works - if you don't, we will teach you.

We want our team to be made up of a diversity of experiences and backgrounds, so feel free to apply if you come from the following backgrounds:

1. Coaching
2. HR (Transformation, organizational design, business partnering)
3. Quality Policy Writing/Journalism/Communications
4. Operations
5. Project Management
6. Product
7. Key Account Management

For this opportunity, we are aiming to hire within the A2-C0 level range.

To work as a User Care Expert, you must live in France (fiscal residence) and have a time difference of less than 3 hours with metropolitan France.

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:

1. Fair rewards. Generous equity packages complement your base salary, for permanent contracts only.
2. 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.
3. All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
4. Flexible vacation policy and flexible working hours. Organize your time as you wish.
5. Delightful healthcare insurance. Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family, for permanent contracts only.
6. Transport. Country-specific commuter benefits.
7. Learning & Training opportunities. A highly flexible Training policy, free books, and budget to attend and speak at conferences if the opportunity arises.
8. 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.