Care Lead📣 Job Ad

About Alan

Alan is a company focused on prevention insurance, integrating insurance, prevention, and care into a unified user experience. The company aims to redefine healthcare by prioritizing prevention and building a sustainable system. Alan currently partners with over 40,000 companies, serves more than 1 million members, and has reached over €800 million in Annual Recurring Revenue (ARR). With a team of over 800 people, Alan operates across France, Spain, Belgium, and Canada, and is expanding its operations.

Role Overview: Care Lead, Saudi Arabia

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

Key Responsibilities

• Directly manage in-house member contacts, including administrative requests, escalations, and complex cases.
• Develop scripts, guidelines, and documentation for the Care function in Saudi Arabia.
• Collaborate with the General Manager 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.
• Establish and maintain quality standards for externalized support, reviewing calls and tickets in Arabic, coaching outsourcing partners' agents, and implementing improvements based on member feedback.
• Manage the complaint-handling policy and ensure compliance with regulatory Service Level Agreements (SLAs) for complaints.
• Prepare documentation and ensure readiness for inspections by the Insurance Authority.

Qualifications and Experience

• 5-10 years of experience in an operational role, with a background in building functions from scratch or demonstrating readiness to do so with significant ownership.
• Ability to operate effectively in ambiguous environments, including handling direct support tickets while simultaneously designing system processes.
• Proficiency in Arabic and expertise in local market execution.
• Experience with automation and tooling, with an AI-first approach to operational design.
• Demonstrated ownership and directness in leadership, particularly in holding external partners accountable for quality standards.
• 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 direct impact from the outset, with potential for growth into leading a local team as the function scales.