Senior CX Coordinator (Overnight Shift)

📋 Description

• • As a Senior CX Coordinator on the overnight shift, you will be a pivotal point of contact for patients navigating their healthcare journey through Felix’s digital platform, ensuring they feel heard, receive accurate information, and leave interactions feeling supported and empowered.
• • Your day-to-day responsibilities include providing personalized, empathetic support via chat and email, collaborating with pharmacy, medical, and logistics teams to guide patients through their care journey, driving conversion during onboarding by clarifying pricing, process, and product details, navigating internal tools efficiently, and escalating issues thoughtfully when needed.
• • You will also serve as the voice of the patient by identifying patterns, flagging systemic gaps, and sharing actionable insights to improve support processes across the organization.
• • Felix is a mission-driven, fast-growing digital health company founded in 2019 that provides end-to-end online healthcare solutions — including assessments, lab testing, prescriptions, and discreet delivery — for mental, sexual, and everyday health needs across Canada.
• • In this role, you will develop deep expertise in digital health support, strengthen your ability to solve complex customer issues autonomously, and grow your impact by influencing product and process improvements through direct patient insights.
• • You’ll work closely with cross-functional teams and have visibility into senior leadership, offering a unique opportunity to build a meaningful career in a purpose-driven, innovative environment.