CX Coordinator, Pharmacy

Role overview This is a remote customer experience role supporting patients through their healthcare journey via chat and email. The position goes beyond ticket handling, focusing on empathetic, accurate, and personalized support that helps people feel heard and confident in their care. It's a high-impact opportunity for someone who enjoys solving varied problems in a fast-paced digital health environment.

Responsibilities - Respond to a high daily volume of patient conversations through chat and email, resolving most issues without escalation - Guide new patients through onboarding, answering questions about pricing, process, and product details with patience and clarity - Coordinate with pharmacy, medical, and logistics partners to support patients across the full care journey - Work alongside AI-assisted support tools, identifying when automated responses fall short and recommending improvements - Surface patient feedback, recurring patterns, and service gaps to inform broader organizational improvements - Act as a patient advocate, sharing insights that shape how care is delivered going forward

Requirements - Prior experience in a customer-facing support role, with comfort handling high message volumes - Hands-on experience with Intercom or a comparable helpdesk platform - Strong written communication skills, with the ability to explain complex information simply and warmly - Self-directed problem-solving ability, comfortable making decisions with available information - Genuine curiosity and a tendency to dig into root causes rather than surface-level answers - A background in telehealth or digital health is considered a strong plus

Benefits and work setup - Full medical, dental, and vision coverage - Maternity and paternity policy - Three weeks of vacation - Competitive compensation and stock option grant - Remote-first, open to candidates based anywhere in Canada - Collaborative, high-performing team culture with significant impact at an early-stage company - Professional development opportunities working closely with senior leadership