Customer Experience Coordinator – Felix

Toronto, Canada

About Felix

Founded in 2019, Felix is a patient-driven digital healthcare company that puts you in control of your health and wellbeing. We’re passionate about building technology and beautiful customer experiences to make healthcare more accessible (and more enjoyable) for all Canadians. Our strong venture partners provide us the resources to support our rapid growth and we are continuing to build our incredible team based in Toronto. Felix is Canada’s first end-to-end healthcare experience, providing online treatment, prescription delivery and ongoing care across a growing range of categories such as birth control, erectile dysfunction, acne and more. ‍

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.

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 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 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 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

Must be available to work weekends

Above all else, a problem solver Benefits

Full medical, dental and vision benefits

Maternity / paternity policy

3 weeks vacation

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

‍ Seniority Level : Entry-Level ‍

Location : Toronto, Remote (Canada)

Apply now