🌐 Security & Legal Specialist - Customer Care

HEALTH CAN’T WAIT. Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that’s exactly how healthcare works today. You wait, until you can’t. 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. So 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 https://alan.com/en/careers. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR. Prevention as the new norm. That's what we're building with our team of 1000+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond. 🚀 THE CHALLENGE - Alan is a leading European health insurer with over 1 million members across 4 countries (France, Belgium, Spain, Canada). 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 1/ 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 2/ 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 3/ 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 To deliver on those missions, you will: - 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 should inform policy or product decisions ⭐ YOU'LL EXCEL IN THIS ROLE IF YOU: - Deliver reliably on high-stakes, deadline-driven cases with a real member-centric mindset - Have 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 - Communicate with precision and adapt to your audience, whether you're briefing a legal expert, aligning with a product team, or coaching a front-line agent. You get buy-in from agents and managers who didn't ask for a new process, and that's as important as designing the process itself - Spot simplification opportunities and know how to turn them into projects: you identify what should be automated or redesigned, then drive the collaboration with Care Ops and Product to make it happen - Are comfortable navigating regulatory frameworks (GDPR, complaint handling, CNIL) without being a lawyer; you know when to escalate and when to own it, and you're backed by Legal and DPO experts at Alan - Are comfortable making judgment calls in ambiguous situations and moving forward without waiting for all the answers. - Are