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Blackbird Labs · 8 hours ago

Documentation Contractor, Support - Remote

United States

Contract

Remote

Mid Level

$35/hr - $35/hr

Blackbird Labs is a loyalty and payments platform focused on connecting restaurants with their customers. They are seeking a skilled contractor to develop comprehensive Standard Operating Procedures (SOPs) for their support operations, collaborating with the support team and external partners to standardize and optimize processes.

HospitalityInformation TechnologyLoyalty ProgramsWeb3

Comp. & Benefits

Responsibilities

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

Qualification

SOP developmentDocumentation skillsProject managementDocumentation toolsCRM systemsInterviewing skillsQuality assurance principlesProcess optimization