{"id":3805014,"url":"https://alion.io/job/alan-bilingual-customer-experience-specialist-canada","title":"Bilingual Customer Experience Specialist - Canada","company":{"id":4773,"name":"Alan","domain":"alan.com","url":"https://alion.io/company/alan","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":86,"open_postings":21,"ghost_share":0,"stale_share":0.762,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":87000,"max":106000,"currency":"AUD","period":"year","gross":null,"usd_annual":74269},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-02T08:32:31Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-06T12:23:58Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"This role is also advertised in French here. Both postings refer to the same position.\n_____________________________________________________________\nThe role at a glance\nLocation: Toronto, Ontario. 4 days per week in our Toronto office + 1 day remote. You must live in Toronto or be ready to relocate.\n\nSalary: CA$ 87,000-106,000 per year, plus equity and benefits.\n\nLanguages: Fluent written and spoken English AND French (required).\n\nWork authorization: You must be legally authorized to work in Canada.\n\nChannels: Chat and email. No inbound or outbound phone support.\n\nHours: Flexible hours on working days (no week-ends)\n\nTeam: You join a small Care team in Canada (4 people), working closely with Operations, Product, Sales and Insurance.\n\n_____________________________________________________________\nWhy Alan\nHealth can't wait.\nNot 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.\nAlan exists to end the wait.\nHealth 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.\nSo 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.\nWe 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 (the people covered by Alan), and have reached €800M+ in ARR.\nPrevention as the new norm. That's what we're building with our team of 1000+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond.\n_____________________________________________________________\nWhat you will do day to day\nYou will join a team of talented and committed customer support professionals, working closely with Operations, Product, Sales, Insurance, and many other teams. Your mission is two-fold:\n1⃣ Provide timely, transparent, and empowering customer support to Alan members and business clients, by chat and email.\nAnswer questions and solve problems, and develop expertise in healthcare systems and Alan's products.\n\nHelp members and business customers get the most value from their coverage.\n\nShare insights with Product and Operations to improve our products and services.\n\nSupport new company onboardings.\n\n2⃣ Build the foundations to scale Care operations in Canada and improve the customer experience.\nWork with a high degree of autonomy within a small team.\n\nAdapt existing Care processes from France , Spain , and Belgium to the Canadian context, and create new processes from scratch.\n\nCollaborate with Product, Operations, Sales, and Insurance on strategic initiatives.\n\nHelp shape onboarding and cross-functional improvements.\n\nContribute to hiring and, optionally, mentor other Care team members.\n\n_____________________________________________________________\nHow we use AI in this role\nAI is part of how the Care team works every day, not an add-on. You will be expected to use it to:\nStructure information and prepare clear, accurate answers faster.\n\nSpeed up repetitive tasks, so you can spend your time on the conversations that need a human.\n\nImprove the quality of your responses.\n\nSpot where a process could be simpler or automated, and help us build that improvement.\n\nAI supports you; empathy and judgment stay yours.\n_____________________________________________________________\nWhat we are looking for\nMust-haves\n2+ years of work experience.\n\nFluent in written and spoken English and French. This is mandatory.\n\nBased in Toronto or ready to relocate, and comfortable with ~4 days per week in the office.\n\nLegally authorized to work in Canada.\n\nYou also\nHave a genuine passion for helping people and solving their problems.\n\nHave excellent communication and organizational skills, and can simplify complex topics.\n\nAre comfortable with technology and multi-channel support, and use AI enthusiastically (see above).\n\nShow empathy, initiative, adaptability, and sound judgment.\n\nAre comfortable in a dynamic, fast-growing environment: you adapt quickly, manage multiple priorities independently, and contribute to continuous improvement.\n\nBring a constructive, growth-oriented mindset.\n\nHave experience mentoring or leading others, or are interested in developing these skills.\n\nNice to have\nKnowledge of the Canadian healthcare system.\n\nExperience in Operations, Project Management, Product, or Account Management.\n\n_____________________________________________________________\nThis role may not be for you if…\nYou're looking for a stable, fully defined routine. We are building the Canadian Care operation from scratch, so processes will change.\n\nYou prefer working fully remote. This role is in our Toronto office about four days a week.\n\nYou're looking for a phone-based role. Support is by chat and email.\n\nYou're not fluent in both English and French, or not authorized to work in Canada.\n\nYou'd rather not use AI tools as part of your daily work.\n\n_____________________________________________________________\nPerks & benefits\nCompetitive salary and equity.\n\nSix weeks of vacation and flexible working hours.\n\nComprehensive health insurance, 100% covered by Alan for you and your family.\n\nLunch allowance, coffee, and snacks.\n\nHigh-quality equipment, including a MacBook Air and Bose noise-cancelling headphones.\n\nFully reimbursed TTC monthly pass.\n\n4% employer matching through our Group RRSP program.\n\nLearning and development opportunities.\n\nExtended parental leave.\n\n_____________________________________________________________\nImportant note: we hire people, not roles\nIf this role matches your experience, interests, or career direction, we would love to hear from you, even if you don't tick every \"You also\" box above. The must-haves (languages, location, work authorization) are firm.\nWe want our team to reflect a diversity of experiences and backgrounds. Alan is committed to accessible recruitment.\nLearn more about About Alan, Careers, our Medium, blog, and Glassdoor.","description_format":"text","description_chars":6363,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Apple Macbook","Equity","Flexible schedule","Health insurance","Parental leave"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Health Insurance & Benefits","InsurTech"],"lifecycle":[{"event":"open","at":"2026-11-05T13:02:08Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.63,"p_room":1,"age_days":3,"expected_fill_days":16,"reasons":["conf:2","stale_co","velocity","win:early","comp:junior"],"computed_at":"2026-11-06T05:58:05Z"},"pay":{"stated_usd_annual":74269,"is_top_pay":true},"html_url":"https://alion.io/job/alan-bilingual-customer-experience-specialist-canada","json_url":"https://alion.io/job/alan-bilingual-customer-experience-specialist-canada.json","meta":{"generated_at":"2026-11-06T15:14:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28356,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4773},"rest":"https://alion.io/mcp/rest/get_company?id=4773"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falan-bilingual-customer-experience-specialist-canada"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falan-bilingual-customer-experience-specialist-canada"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falan-bilingual-customer-experience-specialist-canada"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/alan-bilingual-customer-experience-specialist-canada\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falan-bilingual-customer-experience-specialist-canada"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3805014}},{"tool":"search_jobs","arguments":{"company":"alan.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3805014},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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