CX Coordinator, Platform

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

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