Felix is seeking a Customer Experience Coordinator to act as the voice of our brand and a dedicated advocate for our customers. In this role, you will be responsible for providing high-quality communication and support throughout the entire customer lifecycle.
What You'll Do
- Provide thoughtful, personalized communication to Felix users across all mediums, primarily chat and email with occasional phone support.
- Work within the Felix partnership ecosystem by communicating with pharmacy, medical, and logistics partners to ensure high-quality care.
- Ensure orders are fulfilled on time and as per user requests.
- Document common user issues effectively to contribute to the support query library and influence product improvements.
- Drive conversion in the onboarding process by educating users on pricing, process, or product.
- Collaborate closely with other departments to share user learnings across the organization.
- Participate in product strategy and operations to shape the future of customer care.
- Handle occasional community management and responses to inquiries via Twitter, Facebook, and Instagram.
What We're Looking For
- Relevant experience working in a customer service environment.
- Technologically savvy and curious to learn.
- Skilled at explaining technical problems succinctly and clearly.
- Love tackling tough challenges and can think multiple steps ahead.
- Must be available to work weekends.
- Above all else, a problem solver.
Nice to Have
- Fluent in both English and French.
Team & Environment
You will collaborate closely with other departments.
Benefits & Compensation
- 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.
Work Mode
This is a remote-first position open to candidates located anywhere in Canada.
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.
