Website:
youlabs.co
Job details:
The Role
You are the first person a Lifer speaks to after the physician says yes. The physician closes. The protocol impresses. You make them stay, comply, and refer. This is not a support role. It is a relationship role — equal parts warmth, precision, and proactive care. You will manage a book of active Lifers across the 150 programme, ensuring every person feels known, followed up, and never left wondering what comes next.
What You'll Actually Do
Onboarding
- Welcome every new Lifer within 24 hours of their acceptance — call, not message
- Walk them through their Relaxx setup, their first week protocol, and what to expect
- Ensure their clinical record is live on the app before you speak to them
Ongoing Relationship Management
- Own the 48-hour WhatsApp follow-up cadence post every clinic visit
- Conduct 30-day and 90-day check-in calls — personal, clinical in tone, not scripted
- Flag Lifers showing drop-off signals to the physician before they disengage
- Coordinate physical touchpoints (the 90-day card, the Lifer ID, the annual review document) with operations
Concierge & Service
- Be the single point of contact for any Lifer query — from "what time is my appointment" to "I have a question about my results"
- Respond within 2 hours during business hours. Always.
- Manage appointment scheduling, product queries, rescheduling — handle it, don't redirect it
Retention & Referral
- Track compliance rates per Lifer — who hasn't done their monthly blood draw, who's missed a clinic visit
- Proactively re-engage lapsed Lifers with a human outreach, not an automated message
- Identify the natural introduction moment — when a Lifer's results are strong — and facilitate the introduction without making it feel transactional
Who You Are
- 25–32 years old. Energy, hunger, and the kind of instinctive warmth that can't be trained.
- Service background is non-negotiable. You've worked in luxury hospitality, premium retail, private banking relationship management, airline premium cabins, or a high-end clinic front-of-house. You know what it feels like to anticipate a need before it's stated.
- Articulate and composed. You speak well — clearly, warmly, without filler. On a call with a Founding Lifer who has a question about their ApoB trajectory, you don't panic. You listen, you note, you escalate with context.
- Detail-obsessed. You remember that the Lifer in seat 7 takes their tea without sugar. The equivalent here: you remember that this Lifer is tracking their HbA1c closely and you flag it before the physician call.
- WhatsApp-native but knows when to call. You understand that a message handles information; a call handles a relationship.
- Comfortable with health and clinical language. You don't need to be a clinician. You need to be able to read a results summary and speak intelligently about it. Willingness to learn is required; you will be trained on the 150 protocol.
What You're NOT
- Not a call centre agent. You will not be given a script.
- Not a medical professional. Clinical decisions are the physician's.
- Not a salesperson. You will never push a product or upsell under pressure. The relationship is the programme.
Backgrounds That Work Well
- Front office or guest relations, 5-star hotel (Taj, Oberoi, Four Seasons, St. Regis)
- Private banking or wealth management relationship associate
- Premium airline ground or cabin crew (transitioned to ground role)
- High-end clinic or wellness centre coordinator
- Luxury retail client experience (Nykaa Black, Tata Cliq Luxury, etc.)
- Concierge or member services at a premium co-working or residential brand
Click on Apply to know more.