felix - CX Coordinator, Pharmacy
Requirements
• 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
Responsibilities
• 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
Benefits
• Full medical, dental and vision benefits • Maternity/paternity policy • 3 weeks' vacation • 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 [email protected]. • 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
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