Senior Customer Support Specialist - Belgium

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. 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 AdminsYour 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 moreOwn admin support end-to-end for your account portfolio: handle requests, investigate issues, coordinate with internal teams, and ensure timely resolutionManage complex or sensitive conversations with admins (objections, escalations, high-stakes operational topics) with clarity and empathyAnticipate risks (missing affiliations, payroll edge cases, invoicing issues) and prevent blockers before they impact admins Building the role in BelgiumAll 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 workReport on operations at the company level to ensure visibility on opportunities derived from admin insightsCollaborate closely with Key Account Managers, Pre-Sales, Customer Success Managers, and Operations to remove blockers, coordinate resolutions, and surface product/process improvements Profile & skillsSoft Skills:Demonstrate strong ownership and autonomy on their missionsDemonstrate growth mindset, challenges positively, learn fastDemonstrate 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 membersAble to embrace change, have collaborative mindsetGood 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 solutionsGreat 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), missionaryAt 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 challengesMaster Dutch and English at a full working proficiency level (written and spoken)Navigat