Teams at Phoenix (phoenix.ca)

Support telehealth patients in English and French through email, chat, and phone. Responsibilities include onboarding, product education, platform troubleshooting, account, shipment and billing support, issue escalation to development and pharmacy teams, and triaging medical questions to healthcare providers. The role requires strong communication, organization, de-escalation, autonomy, and availability for on-site work in downtown Toronto five days per week, with occasional remote weekend hours.

Support patients through email, chat, and phone by answering platform and treatment questions, assisting with onboarding, troubleshooting accounts, shipments, and billing, and escalating medical or technical issues to appropriate teams. Provide bilingual English and French customer service, de-escalate concerns, document feedback, and collaborate with pharmacy, development, and healthcare teams to improve the patient experience.

Execute and optimize paid media campaigns across Google, Meta, TikTok, and Snapchat. Analyze KPIs, manage audience segmentation, run A/B tests, optimize acquisition funnels, support budget pacing, develop retargeting campaigns, and maintain performance reporting. Collaborate with creative, marketing, and product teams to improve conversion rates, traffic quality, customer acquisition cost, and return on ad spend.