Member Expert

Job Title

Member Support Expert (Canada)

Toronto, ON. Candidates must reside in Toronto or be willing to relocate.

• Deliver exceptional member support that is timely, transparent, and empowering.
• Develop deep expertise in healthcare systems to assist individual members and B2B customers.
• Contribute insights to improve products and services.
• Assist with new company onboarding.
• Collaborate across teams to drive strategic initiatives.
• Own strategic projects to scale Care Operations in Canada, including flawless onboarding, proactive support, and shipping cross‑functional improvements.
• Work in close collaboration with Product, Ops, Sales, and Insurance teams.
• Leverage existing processes from other regions while adapting to local context.
• Provide high autonomy within a small Canadian team.
• Participate in hiring and mentor junior members.

• 3+ years of experience in customer support or similar roles.
• Excellent written and verbal communication skills in English.
• Outstanding problem‑solving skills.
• Great organizational and time‑management skills.
• Ability to simplify complex topics.
• Empathetic and user‑centric mindset.
• Comfortable in fast‑paced environments with high uncertainty.
• Adaptable, fast learner, and initiative‑driven.
• Hands‑on attitude, willing to tackle any problem.
• Leadership traits: ability to mentor and inspire others.
• Knowledge of the Canadian healthcare system is a plus.

• Competitive compensation: salary, equity, and comprehensive benefits within the A2‑B1 range.
• Generous equity packages.
• Hybrid office: office in Canada HQ, ~4 days per week in‑person.
• Lunch, coffee, and snacks allowance.
• Top‑of‑the‑range equipment:
  Macbook Air, keyboard, laptop stand, monitor, and noise‑cancelling headphones.
• 6‑week vacation policy and flexible working hours.
• Extremely comprehensive health insurance covered 100% by Alan.
• Monthly TTC pass reimbursement.
• 4% employer matching RRSP program.
• Learning and training opportunities.
• Extended parental leave.

We welcome applications from diverse backgrounds and encourage underrepresented candidates. We hire people, not roles.