Senior CX Coordinator (Overnight Shift)

Felix • Toronto, ON

15d • Remote

About The Position

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.

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
• 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

Nice To Haves

• Telehealth or digital health background is a bonus

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed