Security & Legal Specialist - Customer Care

Overview

Health can’t wait. Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. That’s how healthcare works today. Alan exists to end the wait.

Who we are

At Alan we are on an important mission to empower everyone to live a longer, healthier life. Our goal is to extend the quality years of life expectancy for everyone.

We empower our members with a ‘one‑stop health partner’ model that seamlessly integrates insurance, prevention, affordable care access, and well‑being services. We are redefining healthcare by being both a health insurer and a provider, creating the most member‑centric experience in a vast market.

We partner with 37,000+ companies, with 1M+ members, and cumulate $1.2B ARR, growing fast. The team is 700+ people across France, Spain, Belgium, and Canada.

How we do it

• Mission is the Boss: We have a mission‑first focus with long‑term thinking, where all employees act as owners seeking the company's success above all else.
• Member & Customer‑led: We are obsessively focused on solving customer problems and creating delightful experiences while building trust.
• Excellence like Athletes: We maintain high standards and talent density, using the Keeper Test to ensure exceptional performance.
• Enlightened Despots: We combine distributed ownership with accountability, empowering decision‑makers while maintaining responsibility.
• Radically Transparent: We make information accessible and written‑first, promoting async communication while protecting sensitive data.

The Challenge

• Alan is a leading European health insurer with over 1 million members across 4 countries. At its core, Alan is a tech company that believes exceptional member experience is a competitive advantage: fast, empathetic, and reliable service at scale. As of Q1 2026, 40% of conversations are handled automatically.
• At the intersection of Care, Legal, Security, and Data Protection sits a set of topics that are as operationally complex as they are strategically critical: data breaches, GDPR rights requests, security incidents, legal complaints, regulatory reporting.
• We are looking for a Care Legal & Security Specialist to own these topics end‑to‑end: handling complex cases in close collaboration with Alan's Legal and DPO teams, building the processes and training that allow our ~300 Care agents to manage them with confidence, and identifying where AI and automation can reduce manual load. As Alan accelerates across four countries, what you build in France gets replicated in Spain, Belgium, and Canada: your work doesn't stay local.
• This is not a pure legal role, and it is not a pure ops role. You handle regulatory cases, improve the processes that prevent them from recurring, and scale what works across countries. You will be embedded within our Operational Excellence team, working in close collaboration with Care Ops and the Corporate Unit.

Missions

• Handle complex security incidents, GDPR cases, and legal complaints escalated from Care agents, including CNIL notifications (drafted in close collaboration with Legal and DPO, within the 72‑hour regulatory deadline), account takeover situations, Level 2 and Level 3 complaints, and incoming legal mail.
• Manage interactions with external stakeholders (CNIL, Insurance Ombudsman, Signal Conso) with precision and within regulatory deadlines.
• Own KPI monitoring and reporting for legal and security matters; organize yearly complaints reporting for Alan's Board; identify trends and elevate systemic issues to Product teams early.
• Scalability: process, tools, and training
• Design and continuously improve workflows, escalation paths, macros, and help center content so Care agents can handle legal and security cases autonomously at L1 and L2.
• Identify simplification and automation opportunities across legal and security operations, then collaborate with Care Ops and Product crews to deploy them.
• Build and maintain training materials (case studies, Q&A, simulations), so Care Experts develop real judgment, not just process familiarity.
• Ensure regulatory training completion across the team.
• Globalization
• Translate processes, frameworks, and training materials built for France into resources that Care and Legal/Compliance teams in other countries can adopt.
• Coordinate actively with counterparts in other countries to share learnings, align best practices, and anticipate regulatory divergences.
• Build shared resources so that when a new country goes live, the Care Legal & Security function isn't starting from scratch.
• Mentorship and cross‑collaboration
• Support Care Experts participating in the Legal & Security taskforce: build their judgment on complex and ambiguous cases, be the primary escalation reference for Care agents facing difficult legal or security situations.
• Collaborate with the Corporate Unit Lead and Care Ops to shape the Care roadmap on legal and security topics; translate regulatory constraints into executable processes and surface operational insights that inform policy or product decisions.

You'll excel in this role if you

• Deliver reliably on high‑stakes, deadline‑driven cases with a member‑centric mindset.
• Have at least 1-2 years of experience in GDPR/privacy operations, legal complaints handling in a regulated sector, or compliance ops in fintech, insurtech, or health.
• Communicate with precision and adapt to your audience, gaining buy‑in from agents and managers without having requested a new process.
• Spot simplification opportunities and know how to turn them into projects: identify what should be automated or redesigned, then drive collaboration with Care Ops and Product to make it happen.
• Be comfortable navigating regulatory frameworks (GDPR, complaint handling, CNIL) without being a lawyer; knowing when to escalade and when to own, and being backed by Legal and DPO experts at Alan.
• Be comfortable making judgment calls in ambiguous situations and moving forward without waiting for all the answers.
• Be fluent in French (C1+ written and spoken) and proficient in English for internal collaboration.
• Prior legal qualification is not required, but a background in law is a genuine plus. We value operational rigor, strong communication, and the appetite to build something that scales.

How we work

• Location: Must be legally eligible to work from France.
• Remote work: We offer remote work flexibility, but we value in‑person collaboration.
• We hire people, not roles. If you are excited about this opportunity but don’t meet every box, we encourage you to apply.

Perks & Benefits

Alaners are provided with a stimulating environment and benefits ensuring they are happy, efficient, and spend high‑quality time with co‑workers.

Diversity & Inclusion

Everyone, no matter how underrepresented, should feel free to apply, as it can only bring learning or success.