Remote CX Coordinator

Summary

Join Felix as a Customer Experience Coordinator and be the voice of our customers, ensuring we provide the highest level of care throughout the customer lifecycle. As a key advocate for the Felix platform, you will communicate with users across various mediums, work within our partnership ecosystem, and drive conversion in our onboarding process.

Requirements

• Relevant experience working in a customer service environment
• Technologically savvy and curious to learn
• 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

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 a 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