Senior CX Coordinator (Overnight Shift)
About the position 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 .
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.
Responsibilities
- Provide thoughtful, 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
- Drive conversion in our onboarding process by educating our patients with any questions they may have surrounding pricing, process, or product
- Navigate internal tools and escalate thoughtfully when the situation calls for it
- 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
Requirements
- Experience in a customer-facing role
- Has used AI tools in a meaningful way, not just as a user, but someone who's shaped outputs, built workflows, and found smarter ways to apply them beyond the obvious use case
- Telehealth or digital health background is a bonus
- Weekend availability (Saturday — Wednesday)
- Communicate with precision — you write clearly, get to the point, and break down complex ideas in a way that's simple to understand
- 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
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