Fractional CS Lead — Scale a Kids Brand (Remote)

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

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.