Customer Support Specialist



  • Our Customer Support Specialists (CSSs) play a vital role in training admins on the Alan HR dashboard and processes, providing qualitative support, and ensuring long-term satisfaction
  • Providing our Large and Very Large customers with the VIP treatment they deserve
  • Building the CSS team as we're welcoming bigger and bigger customers. We will need to design new guidelines & processes as we move forward, in order to scale this customized approach to onboarding!
  • Your primary mission will be to handle admin requests in a meaningful, delightful, and timely manner
  • You will be the main point of contact for operational topics such as affiliation, payroll management, and billing, ensuring our admins receive proactive and clear support and acquiring a strong expertise along the way
  • All CSSs work on specific projects outside their regular duties, contributing to process improvements, tool optimization, and organizational methods
  • You will actively collaborate with various teams such as Key Account Managers, Customer Success Managers, Ops, Sales, Pre-Sales, and Engineering to ensure a seamless onboarding process and address any issues proactively
  • Another responsibility will be to mentor more junior members of the Care team, fostering a culture of continuous improvement and knowledge sharing


  • Have a genuine passion for caring for admin and solving their problems
  • Can speak and write impeccable French and English
  • Are comfortable with technology and using various digital tools
  • Are at ease with answering requests and onboarding admins on specific topics via email, chat, phone, video meetings, onsite meetings, or workshops
  • Have a very empathetic and serene state of mind
  • Are motivated and with a “builder” mindset Have an enthusiasm for teamwork and learning
  • Have interest working closely with product teams to build new features
  • Want to develop customer-facing skills by creating a strong relationship with our admins
  • Show owner and growth mindset, challenges positively, communicates effectively
  • Able to embrace change, demonstrate client-facing posture, empathy, collaborative mindset, adaptability, and pedagogic skills
  • Excellent French writing skills
  • Excellent problem-solving skills
  • Good and structured written & oral communication skills in English
  • Great organization skills / Time management skills
  • Ability to simplify complex topics
  • Previous experience in customer-facing roles such as Customer Success
  • Autonomous, driven, and comfortable in a fast-paced environment
  • At ease navigating complex and new topics


  • 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-cancelling headphones
  • Flexible vacation policy and flexible working hours: Organise 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 a budget to attend and speak at conferences if the opportunity arises
  • Parental leave: Extended parental leave for all new parents, for permanent contracts only
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