Support SOP Development Contractor
About Blackbird:
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.
About the Role
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
Pay Transparency Notice & Benefits
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.
Commitment to Equal Opportunity
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.
Project Duration
This is a 6-month contract position with potential for extension based on project needs and performance.
Average salary estimate
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