Care Lead - Saudi Arabia

Alan
Riyadh
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Ownership","Directness","Handling ambiguity","Quality assurance","Regulatory readiness"]

Build Alan’s Care function in Saudi Arabia from scratch—process, tooling, quality bar, and launch operations—while personally handling the most important member contacts, escalations, and complex cases. Own the quality of externalized support in Arabic, coach an outsourcing partner, and continuously improve based on member experience. Ensure complaint handling policies and regulatory SLAs are audit-ready for Insurance Authority inspection.

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Alan
Alan
1 day ago

Care Lead - Saudi Arabia

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Build Alan’s Care function in Saudi Arabia from scratch—process, tooling, quality bar, and launch operations—while personally handling the most important member contacts, escalations, and complex cases. Own the quality of externalized support in Arabic, coach an outsourcing partner, and continuously improve based on member experience. Ensure complaint handling policies and regulatory SLAs are audit-ready for Insurance Authority inspection.
Location: Riyadh
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Build Alan’s Care operation in Saudi Arabia from zero: process, tooling, quality bar, and scaling, while handling key member contacts and complex cases in-house.
  • •Create scripts, guidelines, and documentation so Care works in Saudi from day one.
  • •Shape the local operating model with the GM Saudi and global Care community, including opening hours, shift coverage, tooling setup (Intercom and others), and support traffic splits.
  • •Own the quality bar for externalized support: review calls and tickets in Arabic, coach outsourcing partner agents, and close the loop between member experience and improvements.
  • •Own complaint-handling policy and regulatory SLAs on complaints, and prepare documentation/readiness for Insurance Authority inspection.

Key Requirements

  • •Saudi national.
  • •Fluent in Arabic and English (spoken and written), with Arabic required for QA on Arabic-language conversations and English for collaboration.
  • •Comfortable operating with significant ambiguity while building the system and performing 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.
Experience:Health insuranceHealth servicesFinancial servicesAI-first
Skills:OwnershipDirectnessHandling ambiguityQuality assuranceRegulatory readiness
Languages:ArabicEnglish
Tech Stack:Intercom

Eligibility

Nationality:Saudi National

Company Brief

Alan
Alan is a Paris-based digital health insurance provider offering employer and individual health plans, telemedicine, prevention services, and a consumer-focused app to simplify access to care and manage reimbursements.
Industry: Health Insurance (Payers)
Company Size: Large (251 to 1,000 employees)
Revenue: USD 250M to 500M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Paris, France
Founded: 2016
Glassdoor
Glassdoor: 4.4
WebsiteLinkedInGlassdoor