CX Coordinator, Pharmacy

Felix; Toronto; Remote; CAD 45,000 - 70,000; Full time

Benefits offered by this job

Medical, dental & vision

Maternity/paternity leave

3 weeks vacation

Competitive compensation

Stock option grant

Remote first — Canada-wide

Collaborative culture

Professional development

Job summary

Felix is seeking a compassionate Customer Support specialist to assist patients online across chat and email. You will collaborate with pharmacy, medical, and logistics teams to ensure a smooth patient journey, explain pricing and processes, and guide onboarding with patience and clarity.

You will work with AI tools, spot gaps, and advocate for patients by sharing insights within Felix while supporting continuous improvements in the patient experience all while operating in a remote Canada-first

Qualifications

• Experience in a customer-facing role
• Experience with Intercom Helpdesk or similar
• Telehealth or digital health background is a bonus

Responsibilities

• Provide warm, attentive, and personalized support to Felix patients via chat and email
• Collaborate with pharmacy, medical, and logistics teams to support patients
• Guide onboarding with clear pricing/process/product information
• Work with AI tools and identify gaps to improve responses
• Act as voice of the patient and share insights across Felix
• Identify patterns and help improve patient support over time

Skills

Customer support

Intercom Helpdesk

Telehealth knowledge

Tools

Intercom

Job description

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:

• 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

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:

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 [e-mail].

Use of Artificial Intelligence (AI) in Hiring Process

Felix Health may use AI-driven tools to screen and assess applications for this position. These tools may perform an initial review, sort, and/or score job applications based on the minimum qualifications and other job-related criteria as outlined in this posting. All final decisions regarding hiring will be made by the hiring manager.