CX Coordinator

About Felix:
Felix is Canada’s first end-to-end platform providing on-demand treatment for everyday health. Felix creates digital-first solutions that increase access for common healthcare needs such as mental health, sexual health, and daily health. Founded in 2019, Felix’s approach to healthcare encompasses assessments, lab testing, prescriptions, fast and discreet delivery, and ongoing care — all online at www.felixforyou.ca.
We are seeking a Customer Experience Coordinator who is up for the demanding challenge to be the voice of Felix. You will need to act as an advocate for the Felix platform as well as be the voice of our customers to ensure we always provide the highest level of care throughout the customer lifecycle.
Roles & 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

About You

• 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

• Fluent in both English and French is an asset

• 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 the senior leadership team
  

Seniority Level: Entry

Shift: Monday to Friday, 4 pm to 12 am ET (1 pm to 9 pm PT)

Location: Remote (Canada). We are currently working remotely and are open to candidates from anywhere in Canada.

Our commitment to an inclusive team culture means embracing diversity and offering equitable access to opportunities and resources for people who might otherwise be excluded. During our recruitment process, we provide accommodations at any stage. Candidates can communicate their accommodation needs to the hiring manager directly or by emailing [email protected].