Senior CX Coordinator (Overnight Shift)

About Felix:
Felix is Canadas first end-to-end platform providing on-demand treatment for everyday health. Felix creates digital-first solutions that increase access for common healthcare needs such as mental health sexual health and daily health. Founded in 2019 Felixs approach to healthcare encompasses assessments lab testing prescriptions fast and discreet delivery and ongoing care all online at .

About the Role

When a patient reaches out to Felix youre often the most important person in their healthcare journey at that moment. This role is about more than closing tickets its about making sure people feel heard get real answers and leave the interaction better off than when they started.

Youll work primarily through chat and email handling a meaningful volume of conversations each day. Youll need to think on your feet navigate systems quickly and resolve most issues without handing them off. Its a role with genuine ownership and genuine impact.

If youre 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.

Roles & 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

Who Were Looking For

• Experience in a customer-facing role

• Has used AI tools in a meaningful way not just as a user but someone whos shaped outputs built workflows and found smarter ways to apply them beyond the obvious use case

• Telehealth or digital health background is a bonus

• Weekend availability (Saturday Wednesday)

In any case youll stand out if you:

• Communicate with precision you write clearly get to the point and break down complex ideas in a way thats 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 dont 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

Schedule: Overnights - days TBD
Seniority Level: Senior
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

Recruitment Fraud Alert
Please note: We have been made aware of fraudulent recruiting activities where individuals pose as Felix representatives.

• Communication: We will only ever contact you from an official @ email address.

• Interviews: All interviews are conducted via Google Meet; we never interview via text-only platforms (like Telegram or WhatsApp).

• Payments: We will never ask for credit card information bank details or payments for equipment or onboarding during the application process.

If you receive a suspicious request please do not provide any personal information and report it to us immediately at

Required Experience:

Senior IC