Customer Expereince Coordinator

Customer Experience Coordinator
Department:
 Marketing & Customer Experience

Reports to:
 Social Media Manager / Operations Manager

Hey there We're 
Pillexa
We power the full end-to-end customer journey for direct-to-consumer healthcare brands, ensuring seamless experiences from first touchpoint to ongoing support. As we grow, we're expanding our team to include 
Customer Experience Coordinators
 who will play a key role in managing brand interactions. This role is all about fostering strong connections with customers—whether it's providing timely and thoughtful responses to inquiries, handling customer queries with care, or engaging with communities across our social media channels. If you're passionate about delivering exceptional customer service and building trust through community engagement, this is your opportunity to help shape how healthcare brands connect with the people they serve.

Why You'll Love This Opportunity:

• Competitive salary: $ $25.00 per hour
• Comprehensive extended health benefits after 90 days
• 2 weeks of vacation to start
• A dynamic, technology-driven work environment
• Opportunities for learning and professional growth

The 
Customer Experience Coordinator
 will be responsible for monitoring, engaging, and supporting customers across all digital communication channels. This includes reviewing social media posts and comments, answering questions in real time, and managing customer queries received through email. This role is perfect for someone who thrives on communication, problem-solving, and ensuring customers feel supported and valued.

Key Responsibilities

• Social Media Monitoring & Engagement
• Review and respond to comments, questions, and direct messages across all company social media platforms (LinkedIn, Facebook, Instagram, TikTok, X/Twitter, etc.).
• Escalate sensitive inquiries or issues to the appropriate internal teams.
• Maintain a consistent, professional, and brand-aligned tone in all interactions.
• Customer/Patient Email Support
• Manage and respond to all customer/patient service emails in a timely and accurate manner.
• Track recurring issues and share feedback with internal teams to improve processes and customer satisfaction.
• Ensure high-quality, empathetic communication in all responses.
• Customer/Patient Experience Tracking
• Log and track common inquiries, feedback, and trends from social and email platforms.
• Provide regular reports and insights to C-Suite Executives on customer engagement and sentiment.
• Collaboration & Alignment
• Work closely with Marketing to align messaging and responses with brand campaigns.
• Collaborate with Operations and Pharmacy teams to resolve complex customer questions or order-related concerns.

Qualifications

• 2–3 years of experience in customer service, brand engagement, or digital community engagement.
• Strong written communication skills with a customer-first mindset.
• Experience handling customer inquiries via email and social media platforms.
• Ability to stay calm and professional when addressing sensitive or escalated issues.
• Strong organizational and multitasking skills in a fast-paced environment.
• Knowledge of the healthcare or pharmacy industry (an asset but not required).

Additional Details:

• Full-time, up to 40 hours per week.
• Work is primarily performed at our Pillexa location in Surrey.
• Schedule: 9:00 AM – 5:00 PM (may include weekends).
• Start date: ASAP.
• Closing date: Open until the right candidate is found.

Pillexa is an Equal Opportunity Employer and values diversity in the workplace. We thank all applicants for their interest, but only those selected for an interview will be contacted.

If you're ready to be part of a groundbreaking and engaging team with Pillexa , we'd love to hear from you