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 Our Team:

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.

About the Role

Blackbird is seeking a highly detail-oriented Support Operations & Payments Contractor to help build, document, and operate the backbone of our consumer support workflows. This role combines SOP development with hands-on support operations, particularly across consumer payments, rewards, and fraud-related issues.

The ideal candidate is both a strong systems thinker and a practical problem solver — someone who can investigate real customer issues, identify root causes, document clear processes, and help reduce repeat incidents through better tooling, rules, and escalation paths.

You will work closely with Blackbird’s Support Lead, Product, Engineering, and external BPO partners to ensure support processes are accurate, scalable, and aligned with product reality.

Core Responsibilities

SOP Development & Documentation

• 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
  

Payments, Rewards & Fraud Investigations

• 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

Cross-Functional Enablement

• 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

Nice to Haves

• 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
  

Pay Transparency Notice & Contract Details

Depending on your work location and experience, the target hourly rate for this role is approximately $35-$45/hour, 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.

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.

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