At a glance
- Employment
- Full-time
- Workplace
- Remote
- Location
- Remote
About Felix
- Founded in 2019, Felix is a digital healthcare company that puts the patient in control of their own health and wellbeing. We’re passionate about building technology and beautiful customer experiences to make healthcare more accessible (and more enjoyable) for all Canadians.
- Felix is Canada's first end-to-end healthcare experience, providing online treatment, prescription delivery and ongoing care. We deliver care across a growing range of daily health categories such as weight loss, birth control, menopause, erectile dysfunction, acne and more.
About the role
- The CX Coordinator serves as a primary point of contact for patients, providing personalized support through chat and email.
- This role involves resolving patient inquiries, collaborating with internal partners, and contributing to the improvement of the patient experience.
- The position requires a self-directed individual capable of navigating systems efficiently in a fast-moving, mission-driven environment.
Responsibilities
- Provide warm, attentive, and personalized support to patients via chat and email.
- Collaborate with pharmacy, medical, and logistics partners to support the patient journey.
- Guide patients through onboarding by clarifying pricing, processes, and products.
- Work alongside AI tools, ensuring attention to detail and suggesting improvements to AI-generated responses.
- Serve as the voice of the patient by capturing and sharing insights across the organization.
- Identify patterns and flag gaps to improve patient support processes.
Requirements
- Experience in a customer-facing role.
- Experience with Intercom Helpdesk or a related platform.
- Weekend availability.
- Ability to communicate with precision and warmth.
- Self-directed problem-solving skills.
- Natural curiosity and ability to dig into the root of problems.
Preferred qualifications
- Thriving in high-volume environments
- Telehealth or digital health background
Benefits
- Full medical, dental and vision benefits
- Maternity/paternity policy
- 3 weeks' vacation
- Competitive compensation
- Stock option grant
- Professional development opportunities
Workplace
- Remote first, work from anywhere in Canada.
Skills
- Intercom
- AI Tools
- Chat
