Bilingual Customer Experience Coordinator (EN/FR)

About Phoenix

About the Role

What You Will Do

• Respond to patient inquiries via email, chat, and phone.
• Communicate clearly with patients in French and English through email and phone calls.
• Assist with patient onboarding, product education, and platform troubleshooting.
• Troubleshoot account management, shipment, and billing issues.
• Alert development and pharmacy teams about technical issues that could affect patient experience.
• Provide customer service and relay patient feedback to support continuous experience improvements.

What Will Help You Succeed

• Excellent written and verbal English and French communication skills are required.
• Ability to work in the downtown Toronto office five days per week is required.
• Candidates must be able to solve complex patient problems, work autonomously, and de-escalate patients.
• Strong organization, attention to detail, ongoing learning, and calm professionalism are required.
• Experience in fast-paced environments with effective problem solving is required.

Nice to Haves

• Flexibility to work occasional weekends remotely, with lieu time, is a nice-to-have.
• Experience with Gladly or another CRM tool is a nice-to-have.
• Telehealth experience is a nice-to-have.
• Customer service experience is a nice-to-have.

Work Arrangement

• The role requires office work in downtown Toronto five days per week.
• Some remote weekend hours may be required.
• Operations, Product, Engineering, and Marketing teams collaborate on-site from the downtown Toronto headquarters.

Benefits

• Phoenix offers competitive pay and healthcare coverage.
• Benefits include a remote-first holiday season and holistic wellbeing support.