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Care Lead - Saudi Arabia

Alan· Care
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Hybrid (Riyadh, Saudi Arabia)Full-timePosted 1mo ago

About the role

We are building Alan's Care function in Saudi Arabia. You will establish and scale the Care operation from zero, including process, tooling, and quality, while handling essential member conversations in Arabic.

Responsibilities

  • Handle directly the member contacts that stay in-house: admin requests, escalations, complex cases.
  • Write the scripts, guidelines, and documentation that make Care work in Saudi from day one.
  • Shape the operating model on the ground together with the GM Saudi and the global Care community: opening hours, shift coverage, tooling setup (Intercom and others), and how traffic splits between in-house and externalized support.
  • Own the quality bar for everything we externalize: review calls and tickets in Arabic, coach our outsourcing partner's agents, and close the loop between member experience and improvements.
  • Own the complaint-handling policy and the regulatory SLAs on complaints.
  • Prepare the documentation and readiness for the Insurance Authority inspection.

Qualifications

  • Saudi national.
  • Fluent in Arabic and English, spoken and written. Both are mandatory.
  • Comfortable operating with significant ambiguity: building the system and doing the work at the same time.
  • Strong ownership and directness, including holding an external partner accountable to a quality bar.
  • Genuine interest in AI-first tooling and automation.
  • Ideally experience with pre-authorization, claims, or member frustration points in health insurance or comparable regulated environment.

Skills

Required:Arabic-language QA for care conversationsEnglish-language collaborationSystem building under ambiguity

Benefits

  • World-class support from Alan's global Care Ops team and playbooks from launches in France, Belgium, and Canada.
  • Real ownership and impact from day one.
  • Potential for growth into leading a local team as the function scales.
Last updated Oct 1, 2026. Interested? Apply on the company site.
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About Alan

Votre partenaire santé qui prévient, assure et accompagne au quotidien

Alan permet à chacun d’agir sur sa santé physique et mentale, en alliant le meilleur de la prévention et de l’assurance, le tout au sein d’une expérience unique.

assurancepréventionsantébien-êtremutuelle
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