Fractional Operations & Customer Support Lead
About The Position
Sprout Labs is an AI-powered reading platform designed for children who learn differently, such as those with dyslexia or ADHD. The platform provides clinical-grade, personalized instruction at a lower cost than traditional tutoring. The company is a small, passionate team based in Boston, focused on improving outcomes for children with learning differences. The role of Operations & Customer Support Lead is crucial for ensuring smooth operations, acting as a liaison between customers and internal tools. This is a self-directed role requiring problem-solving skills, a love for building organized workflows, and a genuine care for the families served. Experience with HubSpot and Slack is required, along with the ability to learn new technologies quickly. Experience with Stripe and Zapier is considered a bonus. The position is fractional, initially 10-20 hours per week, with potential for growth.
Requirements
- 2+ years in an operations coordinator, admin or customer support role (ideally at a startup tech company)
- HubSpot Proficiency: Comfortable in HubSpot: managing contacts, building workflows, and using it as a real operational hub.
- Consistent Availability: Available Monday - Friday, during a consistent daily window for customer support.
- Tech-Forward Mindset: Pick up new tools quickly and have hands-on experience with Zapier, Stripe, and Slack (or similar platforms).
- Obsessive Attention to Detail: Catch the typo, notice the inconsistency, and fix it before anyone else sees it.
- Systems Thinking: Don’t just solve the problem in front of you, build the process that prevents it from happening again.
- Strong Written Communication: Write clearly and warmly, and know how to tailor tone to context - whether it’s a parent frustrated with a billing issue or an internal Slack note.
- Startup Scrappiness: Comfortable with ambiguity, can prioritize on the fly, and don’t need every task handed to you.
- Genuine Care for Families: A desire to do right by the people we serve.
Nice To Haves
- Experience with Stripe
- Experience with Zapier
Responsibilities
- Own Customer Support: Be the primary point of contact for families, responding to inquiries, troubleshooting issues, and delivering a warm, helpful experience at every touchpoint.
- Support Billing & Subscriptions: Work with Stripe to handle subscription inquiries, refunds, and payment issues with accuracy and care.
- Build & Maintain Workflows: Design and manage automations across Stripe, Zapier, HubSpot, and Slack to streamline support, billing, and internal communications.
- Keep HubSpot Humming: Manage our CRM: maintain contact records, set up pipelines, track interactions, and generate reports that keep the team informed.
- Create Systems & Documentation: Develop SOPs, help center content, ticketing systems, and internal playbooks so the team can operate efficiently as we scale.
- Monitor & Triage: Catch issues before they become problems: track ticket queues, flag trends, and escalate when needed.
Benefits
- Mission that matters: supporting families of children with dyslexia, ADHD, and other neurodivergent profiles.
- Real ownership: own a domain, build systems, and have direct influence on how customers experience Sprout Labs.
- Fractional flexibility: 10–20 hours per week, remote-first, built for people who have other clients or commitments.
- Room to grow: potential to expand hours, take on broader responsibilities, and transition to a more permanent position with occasional on-site time in Boston.
- A team worth joining: small, passionate, and direct.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
