Care Lead📣 Job Ad

About Alan

Alan is building a new standard in prevention insurance, integrating insurance, prevention, and care into a single user experience. The company partners with over 40,000 companies and serves more than 1 million members, with an ARR exceeding €800 million. Alan operates with a team of over 800 individuals across various countries, focusing on making health a universal right through prevention.

Role Overview: Care Lead

Alan is establishing its Care function in Riyadh, Saudi Arabia, and is seeking a Care Lead to build and scale this operation. This full-time role involves developing processes, tools, and quality standards from the ground up, while directly managing critical member interactions. The Care Lead will ensure members trust Alan during their most crucial needs.

Key Responsibilities

• Founding the Care Function: Directly handle in-house member contacts, including administrative requests, escalations, and complex cases. Develop scripts, guidelines, and documentation for Care operations in Saudi Arabia. Collaborate with the GM Saudi and the global Care community to define the operating model, including opening hours, shift coverage, tooling setup (*, Intercom), and traffic distribution between in-house and externalized support.
• Owning Quality for Externalized Support: Establish and maintain the quality standard for all externalized support. Review calls and tickets in Arabic, coach agents of outsourcing partners, and implement improvements based on member feedback.
• Ensuring Regulatory Accountability: Manage the complaint-handling policy and regulatory Service Level Agreements (SLAs) related to complaints. Prepare necessary documentation and ensure readiness for Insurance Authority inspections.

Required Qualifications and Experience

• Experience building an operational function from scratch or readiness to do so with significant ownership.
• Ability to operate effectively in ambiguous environments, including handling direct support tickets while simultaneously designing systemic solutions.
• A focus on AI and automation, with enthusiasm for working on tooling and process optimization.
• Demonstrated ownership and directness in leadership, including holding outsourcing partners accountable for quality standards.
• A strong commitment to delivering excellent customer experience, ensuring member satisfaction even in challenging situations.
• Understanding of member stakes, ideally with exposure to pre-authorization, claims, or member frustration points within health insurance, health services, or similar regulated environments.

Support and Growth Opportunities

The Care Lead will receive comprehensive support from Alan's global Care Operations team, which provides expertise in process design, tooling, forecasting, and planning, drawing from successful launches in France, Belgium, and Canada. This role offers significant ownership and impact from the outset, with potential for growth into leading a local team as the function scales.