Cx Coordinator

Summary

Join Felix, Canada's leading end-to-end platform for on-demand healthcare, as a Customer Experience Coordinator! In this role, you will be the voice of Felix, providing personalized communication to users across various channels. You will collaborate with partners and internal teams to ensure high-quality care and timely order fulfillment. Your contributions will include documenting user issues, driving onboarding conversions, and participating in product strategy. This remote position offers competitive compensation, benefits, and professional development opportunities. Must be available to work weekends and fluent in English and French is an asset.

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
• You 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
• Above all else, a problem solver

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