Documentation Contractor, Support - Remote

Blackbird Labs is a loyalty and payments platform establishing meaningful connections between the world’s best restaurants and their customers.

Served up in 2022 by Ben Leventhal, co-founder of Eater and Resy, Blackbird offers a fully customizable loyalty programming platform for restaurants and a consumer app designed to make every guest feel like a bonafide VIP no matter where they dine. Backed by Union Square Ventures, a16z, Amex Ventures, Variant Fund, and other forward-thinking investors, Blackbird is out to revolutionize the restaurant industry.

At Blackbird, our values guide everything we do and our talent principles define the key traits we seek in our employees.

We have passion for our product – committed to our mission and instinctively think like and go the extra mile for our customers. We are elite performers – striving for excellence, going above and beyond to achieve exceptional results, and learning quickly with horsepower, drive, and grit. We make others better – taking initiative to elevate others, giving and receiving feedback, and championing a culture of growth. We hold one another accountable to living out our talent principles as we march together to achieving our mission.

We are an in-office culture that values the power of in-person connection and collaboration. Just as Blackbird fosters magical in-restaurant experiences, we believe being together ignites creativity, accelerates problem-solving, and strengthens the team spirit essential to driving our mission forward.

Blackbird is seeking a skilled contractor to develop comprehensive Standard Operating Procedures (SOPs) that will serve as the foundation for our support operations. The ideal candidate will collaborate closely with the Blackbird support team and external support partners to document, standardize, and optimize support processes.

Deliverables

• Work collaboratively with Blackbird's Support Lead and team members to identify, document, and standardize current support processes

• Partner with BPO partner team to ensure SOPs effectively bridge both support operations and maintain consistent service quality

• Create clear, concise, and actionable SOPs for handling common support scenarios, including payment processing issues, app experience issues, and restaurant partner concerns

• Develop specific procedural documentation for triaging urgent vs. non-urgent issues with clear escalation frameworks

• Incorporate existing best practices while recommending process improvements based on industry standards

• Format SOPs in a user-friendly, easily accessible manner that supports both training and day-to-day reference

• Build decision trees and workflow diagrams to support complex support scenarios

• Create templates for common support responses that maintain Blackbird's voice while delivering white glove service

• Establish version control and review processes to keep SOPs current as products and processes evolve

Requirements

• Proven experience developing SOPs for customer service or technical support teams, preferably in SaaS, fintech, or hospitality sectors

• Excellent documentation skills with ability to translate complex processes into clear, sequential instructions

• Strong interviewing skills to effectively extract process information from subject matter experts

• Experience with documentation tools and knowledge base platforms (e.g., Notion, etc.)

• Familiarity with CRM systems

• Understanding of quality assurance principles and performance metrics in customer support contexts

• Project management capabilities to drive the SOP development process from initial discovery to final implementation

Nice to Haves

• Knowledge of restaurant technology platforms or hospitality industry

• Previous work with distributed support teams or BPO partnerships

• Background in process optimization or service design

• Familiarity with Blackbird's products or similar restaurant technology platforms

Depending on your work location and experience, the target hourly rate for this role is around $35/hour. This disclosure is provided in accordance with New York City’s Pay Transparency Law.

This is a 6-month contract position with potential for extension based on project needs and performance.

Blackbird Labs is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Blackbird will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable law. For US applicants, you may view the Know Your Rights notice here. Additionally, Blackbird participates in the E-Verify program.

Join us and find out what the best work of your career could look like here at Blackbird.