Customer Care Coordinator

Join to apply for the Customer Care Coordinator role at Longevity Launch Labs

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.

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.

• 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, Kenetik Pro Clinical Ketones, and Aevum Cell Restore Pro.

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.

• 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 (Ship Bob) as needed.
• Ensure accurate, empathetic, and science‑informed communication in every customer interaction.

• 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.

• 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.

• 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.

• Keep data clean and accurate across Shopify, ReCharge, and Hub Spot systems.
• Collaborate…