Customer Experience Coordinator

Toronto (Downtown)

About Felix

Felix is on a mission to elevate the quality of life for everyone by reimagining the healthcare experience. As Canada’s first end-to-end digital healthcare platform, Felix offers easy access to treatments for common lifestyle health issues such as Birth Control, Erectile Dysfunction, Acne and Hair Loss. With Felix, gone are the days of clinic waitrooms, awkward conversations and pharmacy pick ups. We’re introducing a new model of care—one that removes friction, alleviates stress and puts the patient at the very centre. We’re modernizing healthcare. One click at a time. Join us on our mission!

Job Description

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 to be the voice of our customers to ensure we always provide the highest level of care throughout the customer lifecycle.

Seniority Level: Junior

Responsibilities

  • Provide thoughtful, personalized communication to Felix users across all mediums of communication (email, chat, 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

  • Drive conversion in our onboarding process by educating our users with any questions they may have surrounding pricing, process, or product

  • Collaborate closely with departmental heads 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)

  • Community management and handling response to inquiries via Twitter, Facebook & Instagram

About You

Startup culture is not for everyone and we want to make sure that the person we bring onboard can handle all the uncertainties that can come with working at an early stage startup. 

  • 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 desirous 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

  • Above all else, a problem solver

Perks

  • Full medical, dental, and vision benefits

  • Maternity / paternity policy

  • 4 weeks vacation (3 weeks anytime + 1 week during the holidays)

  • Stock option grant

  • Very cute puppy

How to apply

If you’re interested in this position, please reach out to us at careers@felixforyou.ca and add CX Coordinator to the subject line.

We welcome qualified candidates of all races, creeds, genders and sexuality to apply.