CS Lead - Fractional

Boppo; United States; On-site; USD 82,656 - 123,984; Part time

Job summary

Boppo is seeking a Fractional Customer Support Lead to design and manage a scalable CS function for our kids' interactive platform. This hands-on, strategic role oversees systems, tone, workflows, metrics, and day‑to‑day execution.

Starting with 5–10 hours per week and remote in the US, the role offers potential to expand hours and grow into a broader leadership position as the company scales.

Qualifications

• 4–10+ years in customer support or CX at DTC/startups.
• Experience owning CS at early/growth-stage business.
• Empathetic and able to work independently without heavy process.

Responsibilities

• Own end-to-end customer support across email, site, and social.
• Build and oversee AI chatbots.
• Manage part-time agents and triage complex inquiries.
• Define and refine CS workflows, templates, and escalation paths.
• Set a tone of voice aligned with the brand.
• Partner with marketing, ops, and product to surface insights.
• Create lightweight CS metrics reporting and scale planning.

Skills

Customer support

Communication

Cross-functional collaboration

Strategic thinking

Tools

Gorgias

Zendesk

Intercom

Help Scout

Job description

Time Commitment: ~5‑10 hours per week to start

Location: Remote (US‑based preferred)

Reports to: Head of Marketing

About Boppo

Boppo is building an interactive play platform for kids with our sold‑out screen‑free tablet. After successfully launching in November 2025, we’re ready to grow the marketing team and scale. We’re a product‑led, content‑driven brand at an exciting inflection point, moving from early traction into meaningful growth, passionate about bringing families together for learning and fun.

The Role

We’re looking for a Fractional Customer Support Lead to design and manage a scalable CS function reflective of our brand and the trust families instill in Boppo.

This is a hands‑on, strategic role for someone who’s built or led customer support at a growing DTC or consumer brand. You’ll own the CS function end‑to‑end: systems, tone, workflows, metrics, and day‑to‑day execution.

This role starts as fractional, with the opportunity to increase hours and grow into a larger leadership role we grow.

What You’ll Do

• Own Boppo’s customer support experience across email, site, and social
• Build and oversee AI chatbots
• Manage part‑time customer service agents
• Handle and triage more complex customer inquiries
• Create and refine macros, templates, and escalation workflows
• Define CS tone of voice that aligns with the brand
• Partner with marketing, ops, and product to flag recurring issues and customer insights
• Build lightweight reporting on volume, response time, CSAT, and issue trends
• Prepare the CS function to scale (handoffs, hiring plan, documentation)
• Help decide when and how to add additional support coverage or tools
• Maintain and own updates for scripting, knowledge‑base, and FAQs

What We’re Looking For

• 4–10+ years of experience in customer support or CX, ideally in DTC, consumer goods, or startups
• Experience owning CS at an early or growth stage business, building the systems that support the function internally
• Strong judgment and empathy when handling parent and family concerns
• Comfortable working independently and making decisions without heavy process
• Organized, systems‑minded, and calm under pressure
• Clear communicator who can collaborate cross‑functionally
• Excited by fractional work with a path to expansion

Nice to Have

• Experience with kids, family, or education brands
• Familiarity with tools like Gorgias, Zendesk, Intercom, Help Scout, or similar
• Light ops or fulfillment partnership experience

If you are interested in applying for the role, please email [e-mail] with a note about your experience, a resume, and your hourly rate.