User Care Expert – France 🇫🇷

Job title:

User Care Expert – France 🇫🇷

Company

Alan

Job description

🐼 Who we areAt Alan we are on an important mission to empower everyone to live a longer, healthier life. Our goal is to extend the quality years of life expectancy for everyone.We are empowering our members to live a longer and healthier life with a ‘one-stop health partner’ model seamlessly integrating insurance, prevention, affordable care access and well-being services. We are redefining healthcare by being both a health insurer and a provider, creating the most member-centric experience in a vast market. We go above and beyond for our members and companies to overcome the day-to-day health obstacles and our product is built to address the biggest pain points they face. With Alan, you’re never alone.We partner with 30,000+ companies, with 700K+ members, and cumulate €500M+ and growing ARR.The team is 600+ people, and we operate in France 🇫🇷, Spain 🇪🇸, Belgium 🇧🇪, and Canada 🇨🇦.🤘 How we do it ?People joining Alan are often surprised and delighted by our innovative working method. We have a set of that guide our approach to work, such as:Mission is the Boss: We have a mission-first focus with long-term thinking, where all employees act as owners seeking the company’s success above all else.Member & Customer-led: We are obsessively focused on solving customer problems and creating delightful experiences while building trust.Excellence like Athletes: We maintain high standards and talent density, using the Keeper Test to ensure exceptional performance.Enlightened Despots: We combine distributed ownership with accountability, empowering decision-makers while maintaining responsibility.Radically Transparent: We make information accessible and written-first, promoting async communication while protecting sensitive data.Kind, Methodic Optimists: We collaborate genuinely without ego, support teammates, and maintain positive intent while assuming the best.Empathetic Challengers: We give direct feedback with empathy, praise strengths, and focus on growth through candid communication.Bold & Creative Contrarians: We think differently to achieve greatness, challenge expertise with first principles, and embrace calculated risks.Disciplined Executors: We focus on making good decisions quickly, maintain accountability, and break down problems into manageable pieces.Fight for Simplicity: We eliminate unnecessary processes, stay concise and articulate, and maintain smart frugality while solving problems pragmatically.🚀 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.We wrote an article (in French) about Care at Alan. 😁👩‍💻Helping our membersYour 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 AlanAll 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:Manage key process improvementUse analysis to identify areas for improvement and find potential solutionsOwn the process of implementationLead a crew of Alaners to help achieve their goal.Some examples of such tasks might be:Lead initiatives on how we empower members and make them more autonomous, as well as upskill new Alaners.

Own the structuring of the team in order to improve the Care team’s organisation.Contribute to improving our product, for instance by being involved in cross communities projects.Participate in our growth effort by helping to convert prospects intoContribute to hiring amazing new UCEs!🌱CoachingAnother 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:Have a genuine passion for caring for our members, and solving their problemsCan speak and write impeccable in French, as well as EnglishAre comfortable with computers and technology in generalAre at ease with answering our members by email and chat as well as calling them back by phoneHave a very empathetic and serene state of mindAre motivated and enterprisingHave an enthusiasm for teamwork, learning and teachingFeel comfortable handling workshops and webinars with adminsBonus points if you know how the French healthcare system works – if you don’t, we will teach you. 😉Everything else you know is a plus.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:CoachingHR (Transformation, organizational design, business partnering)Quality Policy Writing/ Journalism/CommunicationsOperationsProject ManagementProductKey Account ManagementFor this opportunity, we are aiming to hire within the A2-C0 .ℹ️ 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.🙌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 your time 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 and pages, as well as our , and for more info.

Expected salary

Location

France

Job date

Thu, 06 Mar 2025 06:01:26 GMT

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