Job description
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 be an advocate for the Felix platform as well as be the voice of our customers to make sure 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
Shift: Wednesday-Sunday
Seniority Level: Entry
Location: Remote (Canada). We are currently working remotely and are open to candidates from anywhere in Canada.
Open vacancy: This posting is for an existing vacancy at the company.
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].
