Job Description
Job DescriptionCustomer Care Coordinator
Location: Boulder, CO - Hybrid (2-3 days remote)
Travel: Required travel 5-10 days per month for conferences
Type: Full Time
Compensation: $40-45K Annualized
About Us
Longevity Launch Labs, or as we call it, Launch, is a first-of-its-kind innovation hub in the longevity and cellular medicine space. We partner with visionary clinicians, scientists, and entrepreneurs to bring the next generation of longevity products and services to life. From cutting-edge supplements and startup launches to physician education and clinical distribution, we work across sectors to accelerate meaningful impact in human health.
We're a lean, high-functioning team behind multiple business units and early-stage ventures - and we're just getting started. If you're energized by the idea of working side-by-side with the founders, getting a front-row seat to groundbreaking projects, and being part of a mission-driven company creating the future of health, this could be the role for you.
Our current customer ecosystem includes:
- OHP Health - our direct-to-consumer, clinically curated supplement store.
- Longevity Launch Labs Pro (LPro) - our practitioner marketplace for wholesale access to exclusive, science-backed products such as Endotelio 1-MNA, KenetikPro Clinical Ketones, and Aevum Cell Restore Pro.
Overview
We're looking for a Customer Care Coordinator who loves people, science, and service in equal measure. You thrive on creating excellent experiences, helping customers make informed decisions, and ensuring every touchpoint reflects our hospitality-centric standard of care - all while educating on basic principles of health and wellness.
This role blends customer service, education, and light health coaching, serving as the front line of communication for both our direct-to-consumer (DTC) customers and partner providers and clinics. You'll manage support tickets, respond to inquiries, and proactively reach out to customers - all while helping them navigate our product lines with confidence. You'll support our partner clinic (B2B) practitioners through educating on our LPro products at conferences and gathering feedback on clinical applications and success stories.
If you're passionate about wellness, enjoy explaining science in an approachable way, and want to help others feel cared for through meaningful connection and guidance, this role is for you.
Key Responsibilities
Customer Service & Support
- Serve as the primary contact for DTC customer inquiries via email, phone, and our ticketing system.
- Manage and resolve customer support tickets (DTC and B2B) promptly and professionally, ensuring timely follow-up and satisfaction.
- Troubleshoot order, subscription, or fulfillment issues, coordinating with our 3PL (ShipBob) as needed.
- Ensure accurate, empathetic, and science-informed communication in every customer interaction.
Customer Retention & Relationship Management
- Proactively reach out to subscribers, paused customers, or those off reorder cadence to check in and re-engage.
- Maintain a positive rapport with existing customers to encourage ongoing loyalty.
- Capture and share customer feedback, identifying common questions or challenges, along with positive comments and anecdotes, to inform internal improvements.
- Support retention campaigns and personalized outreach efforts in collaboration with our eCommerce and B2B teams.
Educational & Product Guidance
- Provide education-driven support on nutraceutical and dietary supplement selection, proper usage, and formulation distinctions (e.g., liposomal vs. traditional).
- Maintain a strong working knowledge of all products across OHP Health and Longevity Launch Labs.
- Develop and evolve a foundational understanding of the cellular pathways involved in product function.
- Communicate product science and benefits clearly and accurately to both practitioners and end-users.
- Contribute to educational content such as FAQs, product guides, video trainings, or email responses to common questions.
- Support in developing educational marketing emails and materials to stay engaged with customers.
B2B Partner & Event Support
- Support B2B customer engagement with consistent outreach to practitioner accounts, helping maintain relationships, identify needs, and promote smooth ordering, reorders, and patient product education.
- Follow up on clinical referrals to assist patients in selecting the right OHP Health products.
- Represent Launch and OHP at conferences and events by supporting exhibiting/running a booth, product demos, and attendee engagement.
Operational & Process Coordination
- Keep data clean and accurate across Shopify, ReCharge, and HubSpot systems.
- Collaborate internally to improve workflows, automation, and reporting related to customer care.
- Track customer service metrics (ticket volume, response time, satisfaction, retention trends) to identify opportunities for enhancement.
- Contribute entrepreneurial ideas for ongoing opportunities and improvements, including the potential to build and engage customer communities in deeper, more meaningful ways.
Who You Are
- You genuinely enjoy helping people and excel at making others feel heard, understood, and supported.
- You're curious about science and health, eager to learn the "why" behind our products.
- You're a problem-solver who thrives in fast-moving, startup environments and takes ownership of outcomes.
- You're organized and tech-savvy, with experience using platforms like Shopify, HubSpot, ReCharge, Slack, or similar.
- You are comfortable with basic data and directory management, organization, and analysis.
- You balance professionalism with warmth - delivering information in a caring, human way.
Bonus: Background in wellness, nutrition, hospitality, or e-commerce customer success is a plus.
Compensation & Benefits
- Full-Time, W2 Employment
- Competitive salary commensurate with experience
- PTO, Sick Leave & Paid Company Holidays (including a full week off at year-end)
- Health Optimization Perks:
- OHP and LPro supplements at cost
- Access to the Boulder Longevity Institute Human Optimization Academy
- Access to select trainings, resources, or materials available through our partner Boulder Longevity Institute.
- Note: Traditional health insurance is NOT provided (Optional Insurance Resource available for employees who wish to pursue external coverage independently.)
- Growth opportunities within Longevity Launch Labs' expanding ecosystem
To Apply:
Send a cover letter and resume to careers@longevitylaunch.com
Job Posted by ApplicantPro