🇧🇪 Customer Support Specialist (CSS) - Belgium

📋 Description

• • **Join Alan as a Customer Support Specialist (CSS) in Belgium: Empowering Health and Well-being**
• • Alan is at the forefront of revolutionizing healthcare by building a vertically integrated health partner. Our ambitious vision is to make prevention the cornerstone of care for everyone, ensuring people live healthier lives to 100. We are dedicated to transforming health benefits from a mere cost center into a valuable investment for employers, fostering pride and well-being within their organizations. By seamlessly connecting all facets of care – private, public, and direct-to-consumer – we are crafting an unparalleled, member-centric healthcare experience. This integrated approach not only reduces claims costs but also unlocks new avenues for monetization, creating a sustainable and impactful ecosystem.
• • We are proud to partner with tens of thousands of companies across France, Spain, Belgium, and Canada, serving over a million members. As we continue to expand our reach and impact, we are seeking a dedicated Customer Support Specialist to join our growing team in Belgium. This role is pivotal in ensuring a seamless onboarding experience for our key accounts and providing exceptional ongoing support throughout their partnership with Alan.
• • *Your Mission: Operational Excellence and Client Satisfaction**
• • The Customer Support Specialist is accountable for driving operational excellence and fostering long-term satisfaction among our most strategic accounts. You will be instrumental in our expansion within the Enterprise and Public sectors, playing a critical role in scaling our processes and support functions. This involves not only delivering outstanding day-to-day support but also actively contributing to the design and refinement of new guidelines and processes to ensure our customized approach to onboarding can scale effectively.
• • *Key Responsibilities: Empowering Admins and Enhancing Support**
• • Your primary mission revolves around ensuring operational excellence and delivering an outstanding experience for the administrators of our key accounts. You will manage a portfolio of 5 to 10 accounts, acting as the primary point of contact and expert for complex administrative topics. This includes, but is not limited to, affiliations, payroll management, invoicing, and billing. Your role is to provide meaningful, proactive, and delightful support, building deep expertise in Alan's offerings and the intricacies of our clients' needs.
• • **Onboarding and Training:** You will be responsible for training and onboarding administrators on Alan's product suite, core workflows, and best practices. This includes guiding them through the affiliation lifecycle, payroll management intricacies, invoicing procedures, and other essential aspects of the Alan platform. Training will be delivered remotely and, on occasion, onsite, ensuring a comprehensive understanding and adoption of our services.
• • **End-to-End Support Ownership:** You will own the entire support journey for your assigned account portfolio. This involves meticulously handling incoming requests, thoroughly investigating any issues that arise, coordinating effectively with various internal teams (such as Product Specialists, Sales, and Operations), and ensuring the timely and satisfactory resolution of all matters.
• • **Managing Complex Conversations:** You will be adept at managing complex or sensitive conversations with administrators. This includes addressing objections, handling escalations with professionalism and empathy, and navigating high-stakes operational topics with clarity and confidence, always maintaining a client-centric approach.
• • **Proactive Risk Mitigation:** A key aspect of your role will be to anticipate potential risks and proactively prevent blockers before they impact administrators. This includes identifying potential issues with missing affiliations, understanding payroll edge cases, and spotting invoicing discrepancies, thereby ensuring a smooth and uninterrupted service experience.
• • *Building the CSS Function in Belgium: Shaping Our Future**
• • Beyond your direct support responsibilities, all CSSs are integral to the continuous improvement and evolution of Alan. You will actively contribute to shaping the Customer Support function in Belgium, participating in the design of scalable processes, playbooks, and best practices that will guide our growth.
• • **Process Improvement and Feedback:** You will identify recurring pain points and challenges faced by administrators and propose actionable improvements. This could involve enhancing documentation, developing new playbooks, suggesting tooling enhancements, or providing valuable product feedback in collaboration with Product Specialists and relevant internal crews.
• • **Team Contribution and Projects:** You will contribute to team priorities based on current needs and strategic objectives. This may include working on process and tooling development projects, facilitating knowledge-sharing sessions within the team, and occasionally assisting with hiring-related activities to attract and onboard new talent.
• • **Reporting and Visibility:** You will be responsible for reporting on CSS operations at the company level. This ensures visibility into the opportunities and challenges derived from administrator insights, allowing for data-driven decision-making and strategic adjustments.
• • **Cross-Functional Collaboration:** You will work closely with Key Account Managers, Pre-Sales teams, Customer Success Managers, and Operations. This collaboration is crucial for removing blockers, coordinating complex issue resolutions, and effectively surfacing product and process improvements to relevant stakeholders.
• • *Our Ideal Candidate: Passionate, Proactive, and Proficient**
• • We are looking for individuals who demonstrate strong ownership and autonomy, possess a growth mindset, and are eager to learn and challenge themselves positively. You should be comfortable with client-facing interactions, communicating effectively both internally and externally. The ability to train small groups and engage in onsite meetings is essential. A collaborative spirit, good listening skills, empathy, and strong pedagogical abilities are highly valued. You should be at ease navigating complex and administrative conversations.
• • In terms of hard skills, excellent and structured written and oral communication in both Dutch and English is a must. You should possess strong problem-solving skills, with the ability to structure issues and identify relevant solutions. Great organization and time management skills are crucial, enabling you to autonomously manage multiple competing priorities in our fast-paced environment.
• • Previous experience in B2B customer-facing roles, such as Customer Success, teaching, or communication, is highly desirable. We value individuals who are autonomous, driven, and well-organized, comfortable in a dynamic setting. Experience with complex or new topics, or in challenging environments, is a plus. Exceptional profiles with sales-facing roles experience, like Account Executives or Sales professionals, are also encouraged to apply.
• • At Alan, we believe in hiring people, not just filling roles. If you are passionate about making a difference in healthcare and possess a strong desire to help others, we encourage you to apply, even if you don't meet every single requirement. Your unique perspective and drive are what matter most to us. We are thrilled to receive your application and explore how you can contribute to our mission.