Blackbird Labs · 1 day ago
Support Ops & Payments Contractor
New York
Contract
Onsite
Mid Level
$35/hr - $45/hrBlackbird Labs is a loyalty and payments platform focused on enhancing customer experiences in the restaurant industry. They are seeking a highly detail-oriented Support Operations & Payments Contractor to develop and document support workflows, particularly in consumer payments and fraud-related issues.
HospitalityInformation TechnologyLoyalty ProgramsWeb3
Responsibilities
Own the end-to-end development of Standard Operating Procedures for Support, including discovery, drafting, review, and iteration
Partner with the Support Lead, Product, Engineering, and BPO partners to document how support workflows actually function in practice
Create clear, actionable SOPs, decision trees, escalation frameworks, and workflow diagrams for both routine and high-risk scenarios
Maintain version control, review cadences, and documentation standards as products, policies, and tools evolve
Develop response templates and internal knowledge articles that enable consistent, white-glove support execution
Investigate consumer payment, rewards, and account issues to understand root causes and edge cases
Handle targeted investigations (e.g., declines, FLY vs. USD mismatches, split checks, refunds, fraud flags) specifically to improve documentation accuracy
Track recurring issues and translate findings into updated SOPs, escalation paths, and internal guidance
Support fraud and account-access workflows by documenting rulesets, escalation logic, and reinstatement processes
Act as a connective layer between Support, Product, Engineering, and BPO partners to ensure SOPs remain aligned with system behavior
Identify gaps between documented processes and real-world execution, and propose documentation or workflow improvements
Contribute to QA and training readiness by ensuring SOPs are usable, current, and trusted by agents
Qualification
Required
Highly detail-oriented
Strong systems thinker
Practical problem solver
Ability to investigate real customer issues
Identify root causes
Document clear processes
Help reduce repeat incidents through better tooling, rules, and escalation paths
Work closely with Support Lead, Product, Engineering, and external BPO partners
Ensure support processes are accurate, scalable, and aligned with product reality
Own the end-to-end development of Standard Operating Procedures for Support
Partner with Support Lead, Product, Engineering, and BPO partners to document support workflows
Create clear, actionable SOPs, decision trees, escalation frameworks, and workflow diagrams
Maintain version control, review cadences, and documentation standards
Develop response templates and internal knowledge articles
Investigate consumer payment, rewards, and account issues
Handle targeted investigations to improve documentation accuracy
Track recurring issues and translate findings into updated SOPs
Support fraud and account-access workflows by documenting rulesets
Act as a connective layer between Support, Product, Engineering, and BPO partners
Identify gaps between documented processes and real-world execution
Contribute to QA and training readiness by ensuring SOPs are usable, current, and trusted by agents
Preferred
Experience working with consumer payments, digital wallets, or rewards/loyalty systems
Familiarity with fraud operations, dispute management, or risk frameworks
Experience supporting or documenting workflows for distributed teams or BPO partners
Background in process optimization, service design, or operational analytics
Familiarity with restaurant technology or hospitality platforms
Company
Blackbird Labs
Blackbird is the loyalty company for restaurants, backed by A16Z, Union Square Ventures, Spark Capital, QED, American Express, Coinbase and others.
Founded in 2022
11-50 employees
Funding
Current Stage
Growth StageTotal Funding
$85MKey Investors
Spark CapitalAndreessen Horowitz
2025-04-08Series B· $50M
2023-10-04Series A· $24M
2022-10-06Seed· $11M
Leadership Team
Ben Leventhal
Founder and CEO
Recent News
2026-01-23
Business Insider
2026-01-23
Crowdfund Insider
2026-01-22
Company data provided by crunchbase