Blackbird Labs

Operations

• Coordinate on-site installations and onboarding for new restaurant partners
• Set up hardware and software according to site-specific requirements
• Train/retrain front-of-house staff and management on product usage and best practices
• Act as a trusted point of contact for operators during and after launch
• Troubleshoot issues in real-time and relay insights to the internal team
• Help maintain momentum post-launch to ensure product adoption and partner satisfaction

Field Operations Contractor

• 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

Support Operations Contractor

Recruitment

• Own full-cycle recruiting for multiple roles simultaneously, from sourcing through offer acceptance
• Source candidates using LinkedIn, Boolean search, and creative outreach strategies to build robust pipelines
• Screen and interview candidates, assessing both technical capabilities and cultural fit
• Coordinate interview processes with hiring managers and cross-functional stakeholders, ensuring smooth candidate experience
• Partner with hiring managers to understand role requirements, refine job descriptions, and develop effective sourcing strategies
• Manage candidate relationships with clear communication and timely follow-up throughout the hiring process
• Track recruiting metrics and maintain organized pipeline data in our ATS

Field Operations Contractor

Field Operations Contractor

Support Operations Contractor

Recruiter