Felix is hiring a
CX Coordinator

Summary

The job is for a Customer Experience Coordinator to work remotely in Canada, handling customer inquiries, collaborating with partners, and contributing to product improvements. The ideal candidate has relevant experience in a customer service environment, is technologically savvy, and can think multiple steps ahead to solve problems. Benefits include full medical, dental, and vision benefits, maternity/paternity policy, 3 weeks vacation, competitive compensation, stock option grant, remote work, professional development opportunities, and an incredible culture.

Requirements

• Relevant experience working in a customer service environment
• Technologically savvy and curious to learn
• You are not afraid to ask for help – you are skilled at explaining technical problems succinctly & clearly in a constantly changing regulatory landscape
• Love tackling tough challenges and can think multiple steps ahead to achieve a desired outcome for Felix and our customers - you need to be able to read between the lines of a customer’s issue and try to find the underlying cause
• Must be available to work weekends

Responsibilities

• Provide thoughtful, personalized communication to Felix users across all mediums of communication (primarily chat/email and occasional phone support)
• Work within the Felix partnership ecosystem by communicating with our pharmacy, medical and logistics partners to ensure the highest quality of care for all Felix users
• Ensure orders are being fulfilled on time and as per their requests
• Document common user issues effectively and concisely to make active contributions to our library of support queries and influence product improvements
• Drive conversion in our onboarding process by educating our users with any questions they may have surrounding pricing, process, or product
• Collaborate closely with other departments to share learnings across the Felix organization – you will be the owner of the user’s voice!
• Participate in product strategy & operations to shape the future of customer care for all Felix users (including pharmacy & medical users)
• Occasional community management and handling response to inquiries via Twitter, Facebook & Instagram

Preferred Qualifications

Fluent in both English and French an asset

Benefits

• Full medical, dental and vision benefits
• Maternity / paternity policy
• 3 weeks vacation
• Competitive compensation
• Stock option grant
• Remote first, work from anywhere in Canada
• Incredible culture powered by an highly collaborative and high performing team
• Large impact at an early stage technology company
• Professional development opportunities, working closely with founders and senior leadership team