CX Coordinator

About Felix

Founded in 2019, Felix is a digital healthcare company that puts the patient in control of their own health and well-being. 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

• Weekend availability

In any case, you'll stand out if you:

• 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