Bilingual Customer Experience Coordinator (EN/FR) – Remote

About the role

As a Bilingual Customer Experience Coordinator you will support patients using Phoenix’s telehealth platform, answering questions in English and French and guiding them through onboarding, account management and treatment plans.

Key responsibilities

• Respond to patient inquiries via email, chat and phone.
• Communicate clearly in both English and French, providing product education and troubleshooting.
• Assist with onboarding, account management, shipments and billing issues.
• Alert development and pharmacy teams to technical problems that could affect patient experience.
• Deliver best‑in‑class service and gather feedback to continuously improve the platform.

Required profile

• Excellent written and verbal communication skills in English and French.
• Availability to work occasional remote weekend hours.
• Strong problem‑solving ability and capacity to de‑escalate situations.
• Highly organized with careful attention to detail.
• Experience in fast‑paced environments and a calm, professional demeanor.

What we offer

• A rewarding mission to improve Canadian healthcare through telehealth.
• Competitive compensation and standard benefits package.
• Autonomy and impact within a fast‑growing startup.
• Collaborative on‑site culture at the Toronto headquarters.
• Opportunities for ongoing learning and professional growth.