Company: Boppo

Type: Fractional / Freelance

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 sarah@boppo.com with a note about your experience, a resume, and your hourly rate.