Bilingual Customer Experience Coordinator (EN/FR)

About the role

As a Bilingual Customer Experience Coordinator you will be the first point of contact for patients using Phoenix’s telehealth platform. You will guide them through onboarding, answer questions in English and French, and help resolve issues related to accounts, shipments and billing.

Key responsibilities

• Respond to patient inquiries via email, chat and phone in both English and French.
• Assist with onboarding, product education and troubleshooting across the platform.
• Handle account, shipment and billing issues, and flag technical problems to development and pharmacy teams.
• Escalate medical questions to the appropriate healthcare team and ensure timely follow‑up.

Required profile

• Excellent written and verbal communication in English and French.
• Ability to work onsite in downtown Toronto five days a week, with occasional remote weekend hours.
• Strong organizational skills, attention to detail and calm demeanor under pressure.
• Passion for improving Canadian healthcare and experience in fast‑paced environments.

What we offer

• Competitive compensation based on market data.
• Standard healthcare coverage.
• Remote‑first holiday season and flexible weekend work.
• Holistic wellbeing support and a collaborative on‑site culture.