🇧🇪 Senior Customer Support Specialist - Belgium

Job description

HEALTH CAN’T WAIT. Not 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. Alan exists to end the wait. Health 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. So 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. We are on an incredible journey to build a global leading company, with a unique culture https://alan.com/en/careers. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR. Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond. 🚀 THE CHALLENGE 🚀 Customer Success Specialists (CSS) ensure a smooth onboarding journey to key accounts and provide ongoing support throughout their partnership with Alan. They are accountable for operational excellence and long-term satisfaction of our most strategic accounts and play a critical role as Alan continue expanding Enterprise and Public sector partnerships. We are looking for senior professionals able to scale the role's process and guidelines as we move forward. The goal is to set the standards for our 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 role in Belgium All CSS 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 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 CUSTOMER SUPPORT SPECIALIST! ⭐️ 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! 😉) For this opportunity, we are aiming to hire full time and within the B0-C0 level range https://alan.com/en/careers/a/salary-equity 🌍 HOW WE WORK - Location: You must be legally eligible to work from Belgium. - Remote work: We offer remote work flexibility, but we value in-person collaboration 🎯 IMPORTANT NOTE: WE HIRE PEOPLE, NOT ROLES. If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learnings or success. If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements? Remember, this is just a guide, not a checklist. We'll be thrilled to receive your application! 🔖 Check out our About Alan https://alan.com/about and Career https://alan.com/careers pages, as well as our Medium https://medium.com/alan, blog https://blog.alan.com/ and Glassdoor page https://www.glassdoor.com/Overview/Working-at-Alan-EI_IE1696043.11,15.htm for more info. YOU WANT TO KNOW MORE ABOUT ALAN? 🙌 Perks & Benefits https://alan.com/en/careers/a/salary-equity: Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers. 🤘A strong culture https://alan.com/en/about/a/leadership-principles: People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work