?? Customer Support Specialist (CSS) - Belgium

You. Better. With Alan.

Alan is building a vertically integrated health partner that unites insurance and smart healthcare delivery into one seamless system. Our vision is to make prevention the new norm of care for all.

Our mission: Help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment.

By connecting all aspects of care (private, public, and direct to consumer) we create the most member-centric healthcare experience, reducing claims costs while generating new monetization opportunities.

We partner with tens of thousands of companies across France, Spain, Belgium, and Canada, serving over a million members.

How We Work: Our Leadership Principles

Mission is the Boss — We think long-term and are methodical optimists who take risks, seeking our mission's success above all else.

Distributed Ownership — Accountable enlightened despots: everyone owns their decisions and results.

Radical Transparency — All information is accessible and written-first, so everyone can make the best decisions asynchronously.

Always Growing — Direct, positive, and caring feedback, combined with self-growth ownership.

The Challenge

Ensuring a smooth onboarding journey to key accounts and provide ongoing support throughout their partnership with Alan. CSS are accountable for operational excellence and long-term satisfaction of our most strategic accounts. They play a critical role as Alan continues expanding Enterprise and Public sector partnerships.

Scaling the CSS team's process and support. We will need to design new guidelines & processes as we move forward, to scale this customized approach to onboarding!

Helping Our Admins

Your primary mission is to ensure operational excellence and an outstanding admin experience across a portfolio of key accounts (5 to 10 accounts per CSS). You'll be the go-to expert for complex admin topics such as affiliations, payroll management, invoicing, and billing—delivering meaningful, proactive, and delightful support while building deep expertise along the way.

You will:

• 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

Building the CSS Function in Belgium

All CSSs actively contribute to improving Alan beyond their day-to-day support work. You'll help shape the function itself—designing processes, playbooks, and ways of working that will scale as we grow.

You will:

• 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 CSS 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

Profile & Skills

Soft Skills:

• Demonstrate strong ownership and autonomy on their missions

• Demonstrate growth mindset, challenges positively, learn fast

• Demonstrate strong client-facing posture and communicate effectively both internally and with admins. At ease to train small group of several people/go onsite to meet our members

• Able to embrace change, have collaborative mindset

• Good listening skills, empathy and pedagogic skills.

• At ease with complex conversation and/or admin conversations.

Hard Skills:

• 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

Experience:

• 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

Join The Care Team as CSS!

You will thrive at Alan if you:

• Have a genuine passion for helping others and find joy in solving member challenges

• Master Dutch and English at a full working proficiency level (written and spoken)

• Navigate technology with confidence and embrace digital tools

• Feel at ease connecting with members across all channels - email, visio call, and phone calls

• Bring natural empathy and a calm presence to every interaction

• Love taking initiative and turning ideas into action

• Thrive in collaborative environments where you can both learn and share knowledge

• Bonus: Already understand the Belgian healthcare system (but don't worry if you don't - we're great teachers!)

Good to know:

• For this opportunity, we are aiming to hire full time and within the B0-C0 level range

• Insurance is a regulated profession and requires all agents in contact with the public to pass a basic insurance knowledge test within their first year of exercise (some exemptions apply). This exam is covered by Alan; reach out to us to know more!

Perks & Benefits

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% for you and your children, 90-100% for partners depending on your country (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.

• Personal growth through coaching: At Alan, coaching isn't just a perk - it's core to who we are. Every Alaner is paired with a dedicated coach from day one, who helps maximize their impact,