Founded in 2019, Phoenix is building the most trusted telehealth platform in Canada, making specialist healthcare accessible to every Canadian, wherever they are. Our platform breaks down barriers to care, empowering patients to take control of their health with personalized treatment options and the guidance of licensed providers. We're a team of creative problem-solvers who move deliberately and collaborate in person, because we think the best work happens that way.

At Phoenix, you'll find autonomy over your work, people who care about each other's success, and a mission that's making healthcare better for Canadians. As a Bilingual Customer Experience Coordinator, you will support patients in their journey with Phoenix. You will answer questions to help them use and understand our platform and treatment offerings, and help them navigate their accounts, orders, and treatment plans.

When necessary, you will also help triage patients to their healthcare team for any medical questions or assistance with their treatment plans. We’re looking for a team player that prides themselves on providing the very best in class customer experience. If you’re adaptable, enjoy working in a rapid-paced environment, and have a passion for helping others in a complex, regulated telehealth space, this is the role for you!

What You'll Do to Support the Company Mission: Respond to patients' inquiries via email, chat and phone Communicate clearly and effectively with patients in both French and English, through email and phone calls Assist with patient onboarding, product education, and general troubleshooting across our platform Troubleshoot issues with account management, shipments, and billing Be the eyes and ears of the patient, alerting the development and pharmacy teams of any technical issues that could potentially impact the patient experience Provide best-in-class customer service to our patients; Find creative, fun,



and professional ways to deliver the best possible support for our patients What Will Help You to Succeed in the Role: Excellent written and verbal communication skills in both English and French Ability to work in office in downtown Toronto 5 days a week Availability to work some remote weekend hours if required Desire to help patients solve complex problems You are passionate about improving the Canadian healthcare experience and have a personal connection to the space Flexibility to work occasionally on weekends (remotely, with lieu time provided) Experience with Gladly or another CRM tool Experience in customer service Impact & Autonomy: You’ll work directly with passionate, experienced leaders who’ve seen the ups and downs of building a business and genuinely care about your growth. You won’t just execute — you’ll help shape the future of Phoenix and Raven.

Collaborative

On‑Site Culture: Our Operations, Product, Engineering, and Marketing teams work together on‑site from our downtown Toronto HQ. Bonus points if you're into the occasional foosball tournament or have strong opinions about the best lunch spot nearby.

Clinical Excellence: All Phoenix & Raven telehealth clinicians work remotely, providing the highest quality care for even the most sensitive of health topics.

Competitive

Pay, Real Benefits: Our compensation bands are backed by real market data, so offers are competitive and fair. Our benefits package includes standard healthcare coverage, a remote‑first holiday season, and holistic wellbeing support for when life just happens. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Phoenix will provide accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process.

Phoenix uses artificial intelligence (AI) to help review applications and screen resumes during the early stages of our hiring process. These tools assist our recruitment team, and all final hiring decisions are made by real people — not by automated systems. ca email address or a verified LinkedIn account.

📌 Bilingual Customer Experience Coordinator (EN/FR) (Toronto)
🏢 Phoenix
📍 Toronto