Blackbird Labs

Support Operations Contractor

Blackbird Labs

contract

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $35 - $45 per hour

About the role

  • 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

Requirements

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Standard Operating Proceduresworkflow documentationversion controlresponse templatesknowledge articlesfraud operationsdispute managementprocess optimizationservice designoperational analytics
Soft Skills
collaborationcommunicationproblem-solvingattention to detailcritical thinkingadaptabilityorganizational skillsanalytical skillscreativityleadership