🌐 Security & Legal Specialist - Customer Care

About the Position

🌐 Security & Legal Specialist - Customer Care

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About the Company

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.

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.

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Location

Anywhere in France

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Employment Type

Full time

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Location Type

Hybrid

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Responsibilities

Operational Run (60%)

• 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 escalate systemic issues to Product teams early.

Scalability: Process, Tools, and Training (20%)

• 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, rather than solving each case manually.
• Build and maintain training materials (case studies, Q&As, simulations), so Care Experts develop real judgment, not just process familiarity.
• Ensure regulatory training completion across the team.

Globalization (20%)

• 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 on 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.

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Requirements

• At least 1-2 years of experience in one of the following: GDPR / privacy operations, legal complaints handling in a regulated sector, or compliance ops in fintech, insurtech, or health.
• Fluent in French (C1+ written and spoken, essential for CNIL notifications, ombudsman responses, and legal correspondence) and proficient in English for internal Alan collaboration.
• Background in law is a genuine plus.

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Nice to Have

• Strong communication skills.
• Ability to make judgment calls in ambiguous situations.
• Experience in navigating regulatory frameworks (GDPR, complaint handling, CNIL).

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We Offer

• Remote work flexibility.
• A stimulating environment and perks ensuring happiness, efficiency, and high-quality time with co-workers.
• A strong culture guided by innovative working methods and cultural values.

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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.