Fractional Operations & Customer Support Lead
Not Disclosed•Part-TimeRemote
location_onMayor's Walk, Beacon Hill, Boston, Suffolk County, Massachusetts, 02108, United States
About Sprout Labs
Sprout Labs is an AI-powered reading platform built specifically for the one in five kids who learn differently. These are children with dyslexia, ADHD, and other learning differences who, without frequent, high-quality intervention, will struggle to read for the rest of their lives.
We have taken 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. Our approach is fifteen times more effective than standard methods, built on 2,000 hours of proprietary expert tutoring data. We are a small, passionate team based in Boston, building something that genuinely changes outcomes for the kids who need it most.
About the Role
We are looking for a detail-oriented, systems-minded Operations & Customer Support Lead to keep our operations running smoothly. This role serves as the connective tissue between our customers and our internal tools: you will field support inquiries, build scalable workflows, and ensure nothing falls through the cracks.
This is not a task-taker role. You will own your domain, solve problems independently, and be the first point of contact when a customer needs help or a system needs attention. You will 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.
The role is fractional (10 to 20 hours per week) with real potential to expand as we grow. If you are building a fractional client portfolio and want a meaningful anchor engagement, this is a strong fit.
Why Join Us
- Mission that matters: You will be supporting families of children with dyslexia, ADHD, and other neurodivergent profiles. Quality intervention has a lifelong impact, and your work is part of that.
- Real ownership: This isn't just a support ticket queue. You will own a domain, build systems, and have direct influence on how our customers experience Sprout Labs.
- Fractional flexibility: The role is 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: We are small, passionate, and direct. We move quickly and trust people to do their jobs.
How to Apply
A cover note and resume are required. Please tell us who you are, what you have been working on, and what draws you to this work.
We are 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.
Work location
Work model: Remote
Mayor's Walk, Beacon Hill, Boston, Suffolk County, Massachusetts, 02108, United States
Boston, Massachusetts
Key Responsibilities
- check_circleOwn customer support as the primary point of contact for families
- check_circleHandle subscription inquiries, refunds, and payment issues via Stripe
- check_circleDesign and manage automations across Stripe, Zapier, HubSpot, and Slack
- check_circleManage CRM records, pipelines, and generate reports in HubSpot
- check_circleMonitor ticket queues, flag trends, and escalate issues as needed
- check_circleCreate SOPs, help center content, and internal playbooks for team efficiency
Requirements
- verified2+ years in operations coordinator, admin or customer support role
- verifiedHubSpot proficiency
- verifiedExperience with Zapier, Stripe, and Slack
- verifiedAvailable Monday - Friday during a consistent daily window
Nice to Have
Experience with Stripe and Zapier. Interest in edtech.
Benefits & Perks
check_circleRemote-first work arrangement with fractional flexibilitycheck_circlePotential to transition to a more permanent position with occasional on-site time in Boston
Similar Job Opportunities
Frequently asked questions about Fractional Operations & Customer Support Lead at Sprout Labs
What does a Fractional Operations & Customer Support Lead at Sprout Labs do?expand_more
Day-to-day, the Fractional Operations & Customer Support Lead at Sprout Labs will own customer support as the primary point of contact for families; handle subscription inquiries, refunds, and payment issues via stripe; design and manage automations across stripe, zapier, hubspot, and slack; and manage crm records, pipelines, and generate reports in hubspot.
What are the requirements for this Fractional Operations & Customer Support Lead role?expand_more
To qualify for the Fractional Operations & Customer Support Lead at Sprout Labs position, applicants should have: 2+ years in operations coordinator, admin or customer support role; HubSpot proficiency; Experience with Zapier, Stripe, and Slack; and Available Monday - Friday during a consistent daily window.
Where is the Fractional Operations & Customer Support Lead role at Sprout Labs located?expand_more
Fractional Operations & Customer Support Lead at Sprout Labs is based in Mayor's Walk, Beacon Hill, Boston, Suffolk County, Massachusetts, 02108, United States. This is a remote role.
Is this Fractional Operations & Customer Support Lead job remote, hybrid, or on-site?expand_more
Sprout Labs has listed this Fractional Operations & Customer Support Lead role as remote.
How much experience is required for this Fractional Operations & Customer Support Lead role?expand_more
Fractional Operations & Customer Support Lead at Sprout Labs typically requires 2+ years of relevant experience at the mid level level.
What skills do you need for the Fractional Operations & Customer Support Lead role at Sprout Labs?expand_more
Key skills for Fractional Operations & Customer Support Lead at Sprout Labs include Hubspot; Slack; Stripe; and Zapier.
What category does the Fractional Operations & Customer Support Lead role belong to?expand_more
Fractional Operations & Customer Support Lead at Sprout Labs is part of the it job category on Recrutus.
About Sprout Labs
Sprout Labs operates within the primary and secondary education sector, based in Needham, MA. The organization provides an integrated literacy solution designed for children ages 4 to 11. This program combines expert guidance, detailed assessment tools, and personalized instruction to help students build reading confidence. The platform leverages gaming technology, proprietary data, and science-based virtual tutoring to deliver interactive and engaging learning experiences that families can easily use at home.
The company's approach is rooted in the methodologies developed from EarlyBird Education, an early literacy assessment and dyslexia screener that previously transformed how reading skills were evaluated in schools. That same research-proven framework is now accessible directly to families through Sprout Labs. The focus remains on identifying student strengths and weaknesses to tailor instruction effectively. The initiative aims to make high-quality literacy support available to those who need it most, ensuring that the transition from assessment to intervention is seamless and data-driven.
Browse more roles: All Sprout Labs jobs, it jobs on Recrutus.