Care Lead - Saudi Arabia

The role

You will build the Care function in Saudi Arabia from the ground up. This includes handling member contacts, writing documentation, and shaping the operating model while managing externalized support quality and regulatory accountability.

What you will do

• Handle in-house member contacts including admin requests, escalations, and complex cases
• Write scripts, guidelines, and documentation for the Saudi Care function
• Shape the operating model including opening hours, shift coverage, and tooling setup
• Own the quality bar for externalized support by reviewing calls and tickets in Arabic
• Coach outsourcing partner agents
• Own the complaint-handling policy and regulatory SLAs on complaints
• Prepare documentation and readiness for the Insurance Authority inspection

Required qualifications

• Saudi national
• Fluent in Arabic and English, spoken and written
• Comfortable operating with significant ambiguity
• Strong ownership and directness
• Genuine interest in AI-first tooling and automation

Nice to have

• Health insurance, health services, or financial services background
• Understanding of pre-authorization, claims, and member frustration points in Saudi Arabia
• Experience building or scaling an operational/support function from scratch
• Familiarity with the Saudi regulatory environment (Insurance Authority requirements)

Benefits

• Support from Alan's global Care Ops team
• Access to team playbooks from France, Belgium, and Canada
• Real ownership and impact from day one
• Potential to grow into leading a local team

About the company

Alan is a company building a new standard in prevention insurance by integrating insurance, prevention, and care. They partner with over 40K companies and serve more than 1M members.