🇧🇪 Customer Support Specialist (CSS) - Belgium

🇧🇪 Customer Support Specialist (CSS) - Belgium YOU. BETTER. WITH ALAN. Alan is building a vertically integrated health partner that unites insurance and smart healthcare delivery into one seamless system. Our vision is to make prevention the new norm of care for all. Our mission: Help people live in good health to 100 while helping employers feel proud, turning health benefits from a cost centre into their most valuable investment. By connecting all aspects of care (private, public, and direct to consumer) we create the most member-centric healthcare experience, reducing claims costs while generating new monetization opportunities. We partner with tens of thousands of companies across France 🇫🇷, Spain 🇪🇸, Belgium 🇧🇪, and Canada 🇨🇦, serving over a million members. HOW WE WORK: OUR LEADERSHIP PRINCIPLES - Mission is the Boss — We think long-term and are methodical optimists who take risks, seeking our mission's success above all else. - Distributed Ownership — Accountable enlightened despots: everyone owns their decisions and results. - Radical Transparency — All information is accessible and written-first, so everyone can make the best decisions asynchronously. - Always Growing — Direct, positive, and caring feedback, combined with self-growth ownership. 🚀 THE CHALLENGE 🚀 Ensuring a smooth onboarding journey to key accounts and provide ongoing support throughout their partnership with Alan. CSS are accountable for operational excellence and long-term satisfaction of our most strategic accounts. They play a critical role as Alan continue expanding Enterprise and Public sector partnerships. Scaling the CSS team’s process and support. We will need to design new guidelines & processes as we move forward, to scale this 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 CSS Function in Belgium All CSSs 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 CSS 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 onsi ... (truncated, view full listing at source)