Care Lead

About the Role

Alan is establishing its Care function in Riyadh, Saudi Arabia. This full-time Care Lead role is central to building member trust and ensuring effective support. The successful candidate will be responsible for developing the function from its inception, including establishing processes, tooling, and quality standards, while also directly managing critical member interactions.

Key Responsibilities

• Manage direct in-house member contacts, including administrative requests, escalations, and complex cases.
• Develop scripts, guidelines, and documentation to ensure the Care function operates effectively in Saudi Arabia.
• Collaborate with the GM Saudi and the global Care community to define the operating model, covering aspects such as opening hours, shift coverage, tooling setup (*, Intercom), and traffic distribution between in-house and externalized support.
• Maintain quality standards for all externalized services by reviewing calls and tickets in Arabic and coaching agents of the outsourcing partner.
• Ensure continuous improvement by integrating member experiences with operational enhancements.
• Take ownership of the complaint-handling policy and regulatory SLAs related to complaints.
• Prepare all necessary documentation and ensure readiness for inspections by the Insurance Authority.

Required Qualifications and Experience

• Saudi national.
• Fluent in both Arabic and English, spoken and written. Arabic is essential for QA work on Arabic-language conversations, and English is required for collaboration with global and cross-functional teams.
• Experience as a founding operator, with a background in building an operational function from scratch or a readiness to do so with significant ownership.
• Comfortable with ambiguity and capable of handling tickets directly while simultaneously designing system processes.
• Demonstrated interest in AI-first tooling and automation.
• Strong ownership and directness, including the ability to hold external partners accountable for quality standards.
• Genuine commitment to providing excellent customer experience, particularly in managing member frustrations.
• Understanding of member stakes, ideally with experience in pre-authorization, claims, or member frustration points within health insurance, health services, or a comparable regulated environment.

Preferred Qualifications

• Background in health insurance, health services, or financial services, with an understanding of pre-authorization, claims, and member frustration points in Saudi Arabia.
• Experience building or scaling an operational/support function from scratch.
• Familiarity with the Saudi regulatory environment, specifically Insurance Authority requirements.

Work Environment and Support

This role offers significant ownership and direct impact from day one. The Care Lead will receive full support from Alan's global Care Operations team, which has experience with Care launches in France, Belgium, and Canada. The global team will provide playbooks and cross-market experience, while the Care Lead will contribute on-the-ground execution and Arabic-language expertise. There is potential for growth into leading a local team as the function expands.