Bilingual Customer Experience Coordinator (EN/FR) - Remote

Role overview

A fully remote bilingual customer experience role supporting patients on a Canadian telehealth platform. The coordinator answers questions across email, chat, and phone in both French and English, helping users understand the platform, manage their accounts, and navigate treatment plans. When clinical questions arise, they triage patients to the appropriate healthcare team members.

Responsibilities

- Respond to patient inquiries through email, chat, and phone in both official languages - Guide new patients through onboarding, product education, and general platform use - Troubleshoot account management, shipment, and billing issues - Escalate medical or treatment-related questions to the healthcare team - Flag technical issues observed during patient interactions to development and pharmacy teams - Surface feedback from patient interactions to inform continuous improvement across the organization

Requirements

- Excellent written and verbal communication skills in both English and French - Availability to work some weekend hours remotely when required - Demonstrated ability to think quickly, work autonomously, and de-escalate tense situations - Strong organizational skills with careful attention to detail - Comfort working in a fast-paced, regulated environment solving complex problems - Calm, professional demeanor when handling escalated conversations

Nice to have

- Experience with Gladly or another CRM platform - Background in telehealth or digital health - Prior customer service experience in a high-volume setting - Flexibility to work occasional remote weekends with lieu time provided

Benefits and work setup

- Standard healthcare coverage and competitive compensation - Remote-first approach with a remote holiday season - Holistic wellbeing support resources