CX Coordinator, Pharmacy

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 When a patient reaches out to Felix, you're often the most important person in their healthcare journey at that moment. This role is about more than closing tickets — it's about making sure people feel heard, get real answers, and leave the interaction better off than when they started. You'll work primarily through chat and email, handling a meaningful volume of conversations each day. You'll need to think on your feet, navigate systems quickly, and resolve most issues without handing them off. It's a role with genuine ownership and genuine impact. If you're someone who gets satisfaction from solving a hard problem well, who reads between the lines of what someone is asking, and who wants to build a career in a fast-moving, mission-driven environment — this is a strong fit. You Will - Provide warm, attentive, and genuinely personalized support to Felix patients through chat and email - Collaborate with pharmacy, medical, and logistics partners to support patients across their healthcare journey and shape the future of patient care - Guide patients through onboarding with patience and clarity, answering questions on pricing, process, or product so they feel confident moving forward - Work alongside AI tools with great attention to detail, with the ability to spot where an AI-generated response falls short and suggest how it could be better. - Serve as the voice of the patient, capturing learnings and sharing insights across the Felix organization - Spot patterns, flag gaps, and help improve how we support patients over time You Have - Experience in a customer-facing role (thriving in high volume is a strong plus) - Experience with Intercom Helpdesk or a related platform - Telehealth or digital health background is a bonus In any case, you'll stand out if you: - Bring pharmacy experience — whether you’ve worked in a pharmacy in-person or supported pharmacy operations remotely, you understand the workflows, terminology, and patient experience that come with the space. - Communicate with precision and warmth — you write clearly and can break down complex ideas simply, all while making the person on the other end feel genuinely cared for, not just informed - Are a self-directed problem solver — you make confident decisions with the information available, and take initiative without needing constant direction - Have natural curiosity — you ask questions others don't, dig into the root of problems, and genuinely want to understand how things work 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 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 accessibility@felixforyou.ca.   Recruitment Fraud Alert Please note: We have been made aware of fraudulent recruiting activities where individuals pose as Felix representatives. - Communication: We will only ever contact you from an official @felixforyou.ca http://felixforyou.ca email address. - Interviews: All interviews are conducted via Google Meet; we never interview via text-only platforms (like Telegram or WhatsApp). - Payments: We will never ask for credit card information, bank details, or payments for "equipment" or "onboarding" during the application process. Use of Artificial Intelligence (AI) in Hiring Process Felix Health may use AI-driven tools to screen and assess applications for this position. These tools may perform an initial review, sort, and/or score job applications based on the minimum qualifications and other job-related criteria as outlined in this posting. All final decisions regarding hiring will be made by the hiring manager.