Customer Experience Manager

Phoenix Digital Health

Phoenix Digital Health

Customer Service
Toronto, ON, Canada
Posted on Tuesday, January 25, 2022
What we're looking for
You’ll be at the core of Phoenix’s growing customer experience team, as we work to deliver the best in men’s health. You’ll be the heart and soul behind every Phoenix’s customer’s experience–from email, and social comments, to the occasional call. You’ll provide support for all of our members as they reach out with questions or concerns. You are empathetic, extremely organized, and take pride in solving problems with a high-level of expertise and warmth.
We are looking for an exceptional communicator with strong organizational, interpersonal, and creative instincts–with the ability to manage a small team and help navigate new customer issues in a fast-paced environment. We’re a fun team with serious drive!
You may be a good fit if:
2+ years experience in a dynamic, customer-focused environment
You thrive in creating a highly empathetic customer experience
You’re a polished writer, and can craft a great email at the drop of a hat
You’ve worked in a personalized customer support role before, and know exactly how to diagnose customer issues and make customers happy
You’re organized and efficient, nothing falls through the cracks
You care about men’s health and have a personal connection to the space
You have great perseverance and an iron-clad work ethic. You roll up your sleeves to do whatever needs to be done
You have the ability to learn quickly and work proficiently across multiple platforms
You are excited to manage a small but growing CX team and want to help everyone provide the best customer experience possible
What you'll do
Represent the Phoenix brand with best-in-class customer experience, helping customers with their inquiries through email, chat, phone, and social media
Manage customer relationships by taking ownership of inquiries and representing the Phoenix brand
Develop and document new processes which solve frequent pain points for the team and help deliver a more consistent experience for our customers
Be the frontline of support at Phoenix on all customer inquiries, responding and resolving questions in a considerate and timely manner
Manage a small but growing CX team; act as the point of escalation for any unusual customer issues and unique problems
Act as the advocate for customers across all departments from QA to our Pharmacy Partner to help solve all problems big and small
Why work at Phoenix?
Impact & autonomy. You’ll report directly to the founders who understand the ups-and-downs of the business and you'll have a real opportunity to shape future CX at Phoenix.
Cool tools! We use some great software and platforms to deliver the best in care. Need something built to make your job easier? We'll work with you to make it happen!
Rewarding Mission. We're delivering the best healthcare experience to Canadians across the country.
Fun team, local in Toronto! We are a small elite team in Downtown Toronto. Candidates must be located in the Toronto area. While the role will start out as remote, there is a possibility that, as the team grows, this role will be brought in house. Ample advanced notice will also be given.
How to Apply
Sounds like you? Then join our team and make an impact! Find the link to apply below, select the corresponding position, and we’ll get back to you as soon as possible!