Senior Customer Support Specialist

About the role

Alan is looking for a Senior Customer Support Specialist to join its fast‑growing team in Belgium. You will be the go‑to expert for complex administrative topics, ensuring a smooth onboarding experience and ongoing support for key enterprise accounts.

Key responsibilities

• Train and onboard administrators on Alan’s product, workflows and best practices (remote and occasional onsite).
• Own end‑to‑end admin support for a portfolio of 5‑10 strategic accounts, handling requests, investigating issues and coordinating with internal teams.
• Manage complex or sensitive conversations, including objections, escalations and high‑stakes operational topics.
• Anticipate and mitigate risks such as missing affiliations, payroll edge cases or invoicing errors.
• Contribute to the evolution of the support function by designing processes, playbooks and scalable ways of working.

Required profile

• Several years of experience in customer success or support, preferably in a B2B SaaS environment.
• Proven ability to handle complex administrative topics with clarity and empathy.
• Strong analytical mindset and proactive problem‑solving skills.
• Excellent communication skills in English; French is a plus.
• Ability to influence product and process improvements.

Required skills

What we offer

• Opportunity to shape a rapidly scaling function within a mission‑driven health‑tech company.
• Remote‑first work model with occasional onsite collaboration.
• Competitive compensation and benefits package.
• Dynamic, inclusive culture focused on personal growth and impact.