What are the responsibilities and job description for the Launch Control Specialist position at OpenLoop?
About the Role
OpenLoop is looking for a Launch Control Specialist to join our team at our HQ in Des Moines, IA. In this role, you will be responsible for playing a critical role in the post-implementation phase of the client lifecycle, acting as the bridge between Implementation and long-term Customer Success. You’ll be the go-to person for internal customer success team members during the first 2–4 weeks after client go-live, ensuring a seamless transition, rapid resolution of issues, and a successful client experience from day one.
What You'll Do
- Monitor client activity and communication channels during the immediate post-launch window to proactively identify issues.
- Provide ongoing support for troubleshooting, bug fixes, and process clarification both internally and for clients through the launch phase.
- Act as the first line of support for the internal team fielding questions and scoping potential platform or workflow issues.
- Partner with the Implementation team to escalate and resolve high-impact issues that arise after go-live.
- Document and track recurring issues to inform improvements in onboarding processes and platform performance.
- Ensure clients have a stable and effective launch experience, setting them up for long-term success with OpenLoop.
- Other duties as assigned.
Who You Are
- Bachelor’s degree or equivalent practical experience (preferred, not required).
- 1–2 years of experience in customer support, client-facing, or operations roles (internships or campus work included).
- Technical aptitude to navigate multiple systems and quickly learn new tools.
- Strong problem-solving skills with the ability to troubleshoot and escalate issues when needed.
- Comfortable communicating with both internal teams and external clients in a clear, professional way.
- Detail-oriented with the ability to track and document recurring issues.
- Eager to learn and grow in a fast-paced, technology-driven environment.
- Bonus points for familiarity with healthcare, SaaS tools, or implementation processes, but not required.
About OpenLoop
OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our tele-health support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.
Our Company Culture
We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.
Our Benefits
In addition, for salaried positions you would also be eligible for:
- Medical, Dental, and Vision plans
- Flexible Spending/Health Savings Accounts
- Flexible PTO
- 401(k) Company Match
- Life Insurance, Pet insurance, and more
Sound like a good fit? We’d love to meet you.