Fractional Operations & Customer Support Lead

Part-Time · Remote · $40–$50/hr · 10–20 hrs/week · Boston preferred ABOUT SPROUT LABS Sprout Labs is an AI-powered reading platform built specifically for the one in five kids who learn differently. These are kids with dyslexia, ADHD, and other learning differences who, without frequent, high quality intervention, will struggle to read for the rest of their lives. We’ve taken the proven science for these kids and made it work through AI, at scale, delivering clinical-grade, personalized instruction every day, at a fraction of the cost of a human tutor. Fifteen times the efficacy of standard approaches, built on 2,000 hours of proprietary expert tutoring data no one else has. We’re a small, passionate team based in Boston, building something that genuinely changes outcomes for kids who need it most. THE ROLE We’re looking for a detail-oriented, systems-minded Operations & Customer Support Lead to keep our operations running smoothly. This role is the connective tissue between our customers and our internal tools: you’ll field support inquiries, build scalable workflows, and make sure nothing falls through the cracks. This is not a task-taker role. You’ll own your domain, solve problems independently, and be the first point of contact when a customer needs help or a system needs attention. You’ll thrive here if you love building order out of chaos, find satisfaction in a perfectly organized workflow, and genuinely care about the families we serve. Experience with HubSpot and Slack is a baseline requirement; ease learning new technologies is essential; experience with Stripe, and Zapier is a bonus. The role is fractional (10 to 20 hours per week) with real potential to expand as we grow. If you’re building a fractional client portfolio and want a meaningful anchor engagement, this is a strong fit. WHAT YOU’LL DO 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. WHAT YOU’LL BRING Experience (Required): 2+ years in an operations coordinator, admin or customer support role (ideally at a startup tech company) HubSpot Proficiency (Required): You’re comfortable in HubSpot: managing contacts, building workflows, and using it as a real operational hub. Consistent Availability (Required): Available Monday - Friday, during a consistent daily window for customer support. Tech-Forward Mindset: You pick up new tools quickly and have hands-on experience with Zapier, Stripe, and Slack (or similar platforms). Obsessive Attention to Detail: You catch the typo, notice the inconsistency, and fix it before anyone else sees it. Systems Thinking: You don’t just solve the problem in front of you, you build the process that prevents it from happening again. Strong Written Communication: You 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: You’re comfortable with ambiguity, can prioritize on the fly, and don’t need every task handed to you. Genuine Care for Families: An interest in edtech isn’t required, but a desire to do right by the people we serve absolutely is. WHY JOIN US Mission that matters: you’ll be supporting families of children with dyslexia, ADHD, and other neurodivergent profiles. Quality intervention has lifelong impact, and your work is part of that Real ownership: this isn’t a support ticket queue. You’ll own a domain, build systems, and have direct influence on how our customers experience Sprout Labs Fractional flexibility: 10–20 hours per week, remote-first, built for people who have other clients or commitments. We support that model and expect it Room to grow: as Sprout Labs scales, this role can grow with it: with potential to expand hours, take on broader responsibilities, and, for the right person, transition to a more permanent position with occasional on-site time in Boston. A team worth joining: small, passionate, and direct. We move quickly and trust people to do their jobs HOW TO APPLY A cover note and resume is required. Tell us who you are, what you’ve been working on, and what draws you to this work. We’re particularly excited to hear from people who have supported early-stage teams, know what it means to build while the plane is flying, and want their work to connect to something that genuinely helps kids. Ready to join our mission? Let’s disrupt learning supports for neurodivergent kids together at Sprout Labs. sproutlabs.com