🌐 Care Ops

The Care Ops team supports the Care Community globally (France, Belgium, Spain, Canada) by providing tools, processes, and data to deliver on our Roadmap and Strategic Plan. Care Ops is accountable for operational excellence and efficiency in Care, enabling the Community to scale without any compromise on user experience.

Care Ops collaborates closely with Care, Ops, Data, Engineers, and Product teams. Within a team of 8, we are seeking a Care Ops to take ownership of care tooling and efficiency:

Some of our missions include:

1/ Efficiency and performance monitoring

Conduct deep dives into performance monitoring (SLAs, ticket-level framework, etc.) and share actionable findings to support the decision-making process.

Identify areas where processes don't scale, prioritize them, and introduce solutions that include automation, externalization, or the implementation of AI-driven use cases.

Push and prioritize efficiency needs to the Product crews.

2/ Contact experience

Pilot the launch of new contact channel projects, such as a direct phone line to help address new customer segments (Large / Very Large Deals) and digitally challenged members.

Support the globalization of Alan's contacting experience and anticipate the impacts for the Care Community

3/ Tooling:

Identify and prioritize areas where current processes are not scalable, proposing effective tool-powered solutions, including automation and AI-driven use cases.

Collaborate with dedicated Product crews to improve the efficiency of our tooling stack.

Drive the change by leading the implementation of new processes and pushing for their adoption across relevant parties.

Evangelize the use of AI within the Community to foster understanding and encourage its integration into everyday processes.

Own our tooling stack (Automation Platform, Intercom, Dust, Klaus, Aircall, etc.) and act as the point of contact for the Care Ops team for tooling needs and projects, ensuring tools are up-to-date, integrated, and comply with our security and legal requirements.

Manage business partnerships with external providers and oversee RFP processes.

You will excel as a Care Ops if you:

Possess strong written and verbal communication skills in English & French.

Have excellent project management and leadership skills to coordinate multiple stakeholders.

Are passionate about process optimization and can implement solutions in a quick and iterative way.

Have an organized and structured mindset.

Showcase robust data analytics abilities (proficiency in SQL is highly desirable)

Can work independently in a fast-paced environment.

Demonstrate excellent growth potential.

Showcase interest in no-code, AI, and tooling.

Whether you're a recent engineer/business graduate with a passion for AI and no-code or an Ops with 3 -5 years of experience and a knack for managing tools and building integrations, we want to hear from you.

Our ideal candidate thrives in a startup or tech company environment and is excited about the opportunity to make a significant impact in a growing company. If this sounds like you, then you might just be the Care Ops we're looking for.

We value diversity and encourage individuals from varied experiences and backgrounds to apply. Join our Care team and contribute to our mission of delivering an exceptional user experience.

For this opportunity, we are aiming to hire within the B-C level range.

At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.

Therefore, we offer:

Fair rewards. Generous equity packages complement your base salary, for permanent contracts only.

Flexible Office. Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest.

All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.

Flexible vacation policy and flexible working hours. Organize your time as you wish.

Delightful healthcare insurance. Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family, for permanent contracts only.

Transport. Country-specific commuter benefits.

Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.

Parental leave. Extended parental leave for all new parents, for permanent contracts only.

After reading this job description, if you feel like you don’t have all the necessary prerequisites but that it matches where you are now or what you'd like to grow into in your next position, we encourage you to apply!

Not everybody will enter our recruitment process, but all, no matter how underrepresented, should feel free to apply as it can only bring learnings or success.

🔖 Check out our About Alan and Career pages, as well as our Medium, blog and Glassdoor page for more info.