Support SOP Development Contractor

Blackbird Contractor Role

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

Nice to Haves

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.

Project Duration

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