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, Shipping will provide personalized support to patients through chat and email, acting as a key point of contact in their healthcare journey.
- This role involves collaborating with pharmacy, medical, and logistics partners to resolve issues and guide patients through the Felix onboarding process.
- The position requires working alongside AI tools to manage high-volume inquiries while maintaining a high standard of patient care and operational efficiency.
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, identifying and correcting shortcomings in AI-generated responses.
- Serve as the voice of the patient by capturing and sharing insights across the organization.
- Spot patterns and flag gaps to improve patient support processes over time.
- Handle a meaningful volume of daily conversations.
- Navigate systems quickly to resolve issues independently.
Requirements
- Experience in a customer-facing role.
- Experience with Intercom Helpdesk or a related platform.
- Ability to communicate with precision and warmth.
- Ability to write clearly and break down complex ideas simply.
- Self-directed problem-solving skills.
- Natural curiosity and ability to identify root causes of problems.
Preferred qualifications
- Experience thriving in high-volume customer-facing roles.
- 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 position.
Skills
- Intercom Helpdesk
- AI Tools
