Customer Support Specialist (CSS)

Anywhere in France
Process & Operations – Care /
Permanent Employment Contract /

🐼 Who we are

Alan envisions a world where anyone holds the power to actively influence their physical and mental health. We strive every day for a healthier humanity, starting with healthier people and healthier businesses.

Alan simplifies access to care, and empowers everyone to be healthier, physically and mentally, thanks to preventive care, health and insurance all in one experience. From prevention to extra-fast reimbursement of health care, and overcome together, as easily as possible, health related issues. We go the extra-mile for our members, becoming a resource for them, and obsessively creating solutions to help them in their day-to-day obstacles with a caring, tailored, personalized approach. They are never alone with Alan.

We partner with 25,000 companies, with 500K members, and cumulate €350m+ and growing ARR.
We operate in France πŸ‡«πŸ‡·, Spain πŸ‡ͺπŸ‡Έ and Belgium πŸ‡§πŸ‡ͺ. The team is 580+ people, all over Europe.

🀘 How we do it?

People joining Alan are always surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:
- Members first. We put our members first, our team second, our shareholders third.- Radical Transparency. We make all choices in writing and adopt a direct and honest style of communication.
- Personal & Team Growth. We are self-improving whilst helping others grow. We’re no ego-doers and we all edit the company.
- Distributed Ownership. We trust our colleagues to make the right choices. We are not afraid to fail fast individually to learn collectively in the long run.
- Fearless ambition. We shoot for the moon and work backwards. We focus on solving complex problems with simple principles far from ready made ideas. We embrace AI to increase our productivity and be at the forefront of technological changes.

πŸš€ The Challenge πŸš€

Ensuring a smooth onboarding experience for new large accounts at Alan is critical for our growth and success. Our Customer Support Specialists (CSSs) play a vital role in training admins on the Alan HR dashboard and processes, providing qualitative support, and ensuring long-term satisfaction. 

Providing our Large and Very Large customers with the VIP treatment they deserve.

Building the CSS team as we're welcoming bigger and bigger customers. We will need to design new guidelines & processes as we move forward, in order to scale this customized approach to onboarding!  

πŸ‘©β€πŸ’» Helping Our Admins

Your primary mission will be to handle admin requests in a meaningful, delightful, and timely manner. You will be the main point of contact for operational topics such as affiliation, payroll management, and billing, ensuring our admins receive proactive and clear support and acquiring a strong expertise along the way.

πŸ‘· Improving Alan

All CSSs work on specific projects outside their regular duties, contributing to process improvements, tool optimization, and organizational methods. You will actively collaborate with various teams such as Key Account Managers, Customer Success Managers, Ops, Sales, Pre-Sales, and Engineering to ensure a seamless onboarding process and address any issues proactively.

🌱 Coaching (optional)

Another responsibility will be to mentor more junior members of the Care team, fostering a culture of continuous improvement and knowledge sharing.

⭐ Join The Care Team as CSS! ⭐️

You would be happy at Alan if you:

- Have a genuine passion for caring for admin and solving their problems.
- Can speak and write impeccable French and English.
-Are comfortable with technology and using various digital tools.
- Are at ease with answering requests and onboarding admins on specific topics via email, chat, phone, video meetings, onsite meetings, or workshops
- Have a very empathetic and serene state of mind.
- Are motivated and with a β€œbuilder” mindset Have an enthusiasm for teamwork and learning
- Have interest working closely with product teams to build new features.
- Want to develop customer-facing skills by creating a strong relationship with our admins

Profile & Competencies

1. Soft Skills:
- Show owner and growth mindset, challenges positively, communicates effectively.
- Able to embrace change, demonstrate client-facing posture, empathy, collaborative mindset, adaptability, and pedagogic skills.

2. Hard Skills:
- Excellent French writing skills.
- Excellent problem-solving skills.
- Good and structured written & oral communication skills in English.
- Great organization skills / Time management skills.
- Ability to simplify complex topics.

3. Experience:
- Previous experience in customer-facing roles such as Customer Success
- Autonomous, driven, and comfortable in a fast-paced environment.
- At ease navigating complex and new topics.

πŸ™Œ Perks & Benefits

At Alan, we believe that being in good health is a basic need, and it starts with our employees. Therefore, we offer:
- Fair rewards: Generous equity packages.
- Flexible Office: HQ office space, sponsored co-working hubs, or full-remote options.
- All the tools you need: Top of the range equipment.
- Flexible vacation policy and working hours.
- Delightful healthcare insurance for you and your family.
- Transport benefits.
- Learning & Training opportunities.
- Extended parental leave.

Important note:
We hire people, not roles. If this job description matches your aspirations, we encourage you to apply!

πŸ”– Check out our About Alan and Career pages, as well as our Medium, blog, and Glassdoor page for more info.