Senior Customer Support Specialist - Belgium | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

Health can’t wait.

Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that’s exactly how healthcare works today. You wait, until you can’t.

Alan exists to end the wait.

Health is a universal right, and we believe this right can only become real when it’s coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It’s not solely a question of willpower. It’s the healthcare system itself that needs to work for everyone, in a sustainable way.

So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience.

We are on an incredible journey to build a global leading company, with a unique culture. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR.

Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond.

The Challenge

Customer Success Specialists (CSS) ensure a smooth onboarding journey to key accounts and provide ongoing support throughout their partnership with Alan.

They are accountable for operational excellence and long-term satisfaction of our most strategic accounts and play a critical role as Alan continue expanding Enterprise and Public sector partnerships.

We are looking for senior professionals able to scale the role's process and guidelines as we move forward. The goal is to set the standards for our 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 role in Belgium

All CSS 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 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 onsite to meet our members

• Able to embrace change, have collaborative mindset

• Good listening skills, empathy and pedagogic skills.

• At ease with complex conversation and/or admin conversations.
  

Hard Skills:

• Excellent and structured written & oral communication skills in both Dutch and English❗️

• Excellent problem-solving skills.: able to structure a problem, identify relevant solutions

• Great organization skills / Time management skills: is comfortable facing several competing priorities autonomously
  

Experience:

• Customer-Facing Experience: Previous experience in BtoB customer-facing roles, such as Customer Success, teaching, or communication.

• Autonomous, driven, can organize themselves well (comfortable in our fast-paced environment), missionary

• At ease with complex / new topics (experience in complex environments, strong studies…)

• [Opportunistic] Exceptional profiles with sales-facing roles experience (e.g. Account executive, Sales) are also part of the scope

⭐ Join The Care Team as Customer Support Specialist! ⭐️

You will thrive at Alan if you:

• Have a genuine passion for helping others and find joy in solving member challenges

• Master Dutch and English at a full working proficiency level (written and spoken)

• Navigate technology with confidence and embrace digital tools

• Feel at ease connecting with members across all channels - email, visio call, and phone calls

• Bring natural empathy and a calm presence to every interaction

• Love taking initiative and turning ideas into action

• Thrive in collaborative environments where you can both learn and share knowledge

• Bonus: Already understand the Belgian healthcare system (but don't worry if you don't - we're great teachers! )

For this opportunity, we are aiming to hire full time and within the B0-C0 level range

How we work

• Location: You must be legally eligible to work from France.

• Remote work: We offer remote work flexibility, but we value in-person collaboration

   

Important note: we hire people, not roles.

If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learnings or success.

If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements?

Remember, this is just a guide, not a checklist. We'll be thrilled to receive your application!

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

You want to know more about Alan?

Perks & Benefits: Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.

A strong culture: People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work

Expert Career Tips for Senior Customer Support Specialist - Belgium Roles

To succeed in a competitive market as a Senior Customer Support Specialist - Belgium, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Senior Customer Support Specialist - Belgium requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Senior Customer Support Specialist - Belgium position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.