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.

The Care Ops team supports the Care Community globally (France, Belgium, Spain) by providing tools, processes, and data to deliver on our Roadmap and Strategic Plan. Care Ops is accountable for operational excellence and efficiency in Care, enabling the Community to scale without any compromise on user experience.

Care Ops collaborates closely with Care, Ops, Data, Engineers, and Product teams. Within a team of 6, we are seeking a Care Ops to take ownership of tooling and care enablement:

At Alan, we believe in substantial investment in tooling to ensure our teams deliver top-notch service to our members and admins. We are committed to either developing our own internal tools or utilizing the best tools available in the market, to ensure our teams have all the resources they need to excel.

We genuinely believe in the transformative power of AI and are keen to leverage this technology to enhance our efficiency and scalability.

As a Care Ops, you will:

- Identify and prioritize areas where current processes are not scalable, proposing effective tool-powered solutions, including automation and AI-driven use cases.

- Collaborate with dedicated Product crews to improve the efficiency of our tooling stack.

- Drive the change by leading the implementation of new processes and pushing for their adoption across relevant parties.

- Evangelize the use of AI within the Community to foster understanding and encourage its integration into everyday processes.

- Own our tooling stack (Zapier, Intercom, Dust, Klaus, Aircall, etc.) and act as the point of contact for the Care Ops team for tooling needs and projects, ensuring tools are up-to-date, integrated, and comply with our security and legal requirements.

- Manage business partnerships with external providers and oversee RFP processes.

Alan prioritizes delivering high-quality service. In this context, enablement (quality, training, knowledge management) is crucial to maintaining a high level of expertise and supporting agents in managing complex conversations at scale. We firmly believe that AI will revolutionize knowledge management and are committed to implementing AI-powered knowledge management solutions.

As a Care Ops, you will:

- Develop and enhance care enablement strategies, focusing on onboarding, continuous training processes, and knowledge base strategy optimization, in collaboration with our Knowledge Specialist.

- Build comprehensive expertise on the most effective market strategies, ensuring alignment with our objectives and adding value to our operational effectiveness.

- Support Knowledge Specialist in identifying, designing, and implementing the best knowledge management strategy to make our knowledge easy to use and maintain, thereby serving our agents and fueling our automated answer solutions.

- Define and promote actionable metrics and dashboards to provide insights into enablement.

You will excel as a Care Ops if you:

- Possess strong written and verbal communication skills in English & French.

- Have excellent project management and leadership skills to coordinate multiple stakeholders.

- Showcase strong passion in no-code, AI, and tooling.

- Are passionate about process optimization and can implement solutions in a quick and iterative way.

- Have an organized and structured mindset.

- Can work independently in a fast-paced environment.

- Demonstrate excellent growth potential.

Whether you're a recent engineer / business graduate with a passion for AI and no-code or an Ops with 1 - 3 years of experience and a knack for managing tools and building integrations, we want to hear from you.

Our ideal candidate thrives in a startup or tech company environment and is excited about the opportunity to make a significant impact in a growing company. If this sounds like you, then you might just be the Care Operations we're looking for.

We value diversity and encourage individuals from varied experiences and backgrounds to apply. Join our Care team and contribute to our mission of delivering an exceptional user experience.

For this opportunity, we are aiming to hire within the B0-C level range.

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. 

- 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.

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.