Senior Customer Support Specialist

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Alan

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2016

⚕️ Healthcare Insurance

💳 Fintech

☁️ SaaS

Healthcare Insurance • Fintech • SaaS

Alan is a digital health insurance company offering a transparent and efficient health insurance experience. It distinguishes itself by providing fair prices, lightning-fast reimbursements, exceptional customer care, and easy administration through a 100% digital app. Alan boasts a +69 Net Promoter Score, indicating high member satisfaction, and aims to expand its successful model to Canada. With over 650,000 members and a streamlined administration process, Alan focuses on making health insurance simple and accessible. Their digital platform ensures members and administrators have a seamless experience, with quick claim reimbursements and transparent pricing policies. Alan is committed to redefining health insurance by being a preventer, insurer, and caregiver every day.

📋 Description

• Train and onboard admins on Alan's product, workflows, and best practices (remote and occasionally onsite): affiliation lifecycle, payroll management, invoicing, and more • Own admin support end-to-end for your account portfolio: handle requests, investigate issues, coordinate with internal teams, and ensure timely resolution • Manage complex or sensitive conversations with admins (objections, escalations, high-stakes operational topics) with clarity and empathy • Anticipate risks (missing affiliations, payroll edge cases, invoicing issues) and prevent blockers before they impact admins • Identify recurring pain points and propose improvements: documentation, playbooks, tooling, and product feedback (with Product Specialists and relevant crews) • Contribute to team priorities depending on the period: process/tooling projects, knowledge sharing, and occasionally hiring-related work • Report on operations at the company level to ensure visibility on opportunities derived from admin insights • Collaborate closely with Key Account Managers, Pre-Sales, Customer Success Managers, and Operations to remove blockers, coordinate resolutions, and surface product/process improvements

🎯 Requirements

• Customer-Facing Experience: Previous experience in BtoB customer-facing roles, such as Customer Success, teaching, or communication. • Autonomous, driven, can organize themselves well (comfortable in our fast-paced environment), missionary • At ease with complex / new topics (experience in complex environments, strong studies…) • [Opportunistic] Exceptional profiles with sales-facing roles experience (e.g. Account executive, Sales) are also part of the scope • Excellent and structured written & oral communication skills in both Dutch and English • Excellent problem-solving skills.: able to structure a problem, identify relevant solutions • Great organization skills / Time management skills: is comfortable facing several competing priorities autonomously

🏖️ Benefits

• 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.