Remote Patient Experience Specialist

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

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