Bilingual Customer Experience Coordinator (EN/FR)

ABOUT PHOENIX Founded in 2019, Phoenix is building the most trusted telehealth platform in Canada, making specialist healthcare accessible to every Canadian, wherever they are. Our platform breaks down barriers to care, empowering patients to take control of their health with personalized treatment options and the guidance of licensed providers. If you thrive where big ideas turn into real impact, you'll fit right in here. We're a team of creative problem-solvers who move deliberately and collaborate in person, because we think the best work happens that way. At Phoenix, you'll find autonomy over your work, people who care about each other's success, and a mission that's making healthcare better for Canadians. ABOUT THE ROLE As a Bilingual Customer Experience Coordinator, you will support patients in their journey with Phoenix. You will answer questions to help them use and understand our platform and treatment offerings, and help them navigate their accounts, orders, and treatment plans. When necessary, you will also help triage patients to their healthcare team for any medical questions or assistance with their treatment plans. We’re looking for a team player that prides themselves on providing the very best in class customer experience. If you’re adaptable, enjoy working in a fast-paced environment, and have a passion for helping others in a complex, regulated telehealth space, this is the role for you! WHAT YOU'LL DO TO SUPPORT THE COMPANY MISSION: - Respond to patients' inquiries via email, chat and phone - Communicate clearly and effectively with patients in both French and English, through email and phone calls - Assist with patient onboarding, product education, and general troubleshooting across our platform - Troubleshoot issues with account management, shipments, and billing - Be the eyes and ears of the patient, alerting the development and pharmacy teams of any technical issues that could potentially impact the patient experience - Provide best-in-class customer service to our patients; your interactions with patients will be the basis of feedback that is delivered back to the rest of the organization to continuously build on the patient experience - Find creative, fun, and professional ways to deliver the best possible support for our patients WHAT WILL HELP YOU TO SUCCEED IN THE ROLE: - Excellent written and verbal communication skills in both English and French - Ability to work in office in downtown Toronto 5 days a week - Availability to work some remote weekend hours if required - Desire to help patients solve complex problems - Ability to think quickly, work autonomously, and de-escalate patients - Strong organizational skills and careful attention to detail - Willingness to participate in ongoing learning - Experience working in fast-paced environments with quick and effective problem solving - Ability to maintain a calm, professional demeanour if patients get escalated - You are passionate about improving the Canadian healthcare experience and have a personal connection to the space - Nice to haves: - Flexibility to work occasionally on weekends (remotely, with lieu time provided) - Experience with Gladly or another CRM tool - Experience in telehealth - Experience in customer service WHY WORK AT PHOENIX? - A Rewarding Mission: Through our asynchronous care model, Phoenix is reimagining patient-centric care for Canadians across the country by making diagnoses and treatment delivery faster, more accessible, and completely discreet. - Impact & Autonomy: You’ll work directly with passionate, experienced leaders who’ve seen the ups and downs of building a business and genuinely care about your growth. You won’t just execute — you’ll help shape the future of Phoenix and Raven. - Collaborative On-Site Culture: Our Operations, Product, Engineering, and Marketing teams work together on-site from our downtown Toronto HQ. We thrive on quick feedback loops, spontaneous brainstorms, and actually knowing the people we work with. Bonus points if you're into the occasional foosball tournament or have strong opinions about the best lunch spot nearby. - Clinical Excellence: All Phoenix & Raven telehealth clinicians work remotely, providing the highest quality care for even the most sensitive of health topics. Medications are delivered directly (and discreetly) to patients via our pharmacy warehouses, where our diligent Pharmacy team packages each treatment with care. - Competitive Pay, Real Benefits: Our compensation bands are backed by real market data, so offers are competitive and fair. Our benefits package includes standard healthcare coverage, a remote-first holiday season, and holistic wellbeing support for when life just happens. Phoenix is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Phoenix will provide accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require. Phoenix uses artificial intelligence (AI) to help review applications and screen resumes during the early stages of our hiring process. These tools assist our recruitment team, and all final hiring decisions are made by real people — not by automated systems. Phoenix will only contact applicants using a @phoenix.ca https://phoenix.ca email address or a verified LinkedIn account. We encourage applicants to be vigilant in responding to inquiries from unverified sources.