🌐 Security & Legal Specialist - Customer Care

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

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

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

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

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 fluent in French (C1+ written and spoken, essential for CNIL notifications, ombudsman responses, and legal correspondence) and proficient in English for internal Alan collaboration

No prior legal qualification is required but a background in law is a genuine plus. We are looking for operational rigor, strong communication, and the appetite to build something that scales.