Support Operations Contractor
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Job Description
Support Operations Contractor developing, documenting, and optimizing payment and support workflows for Blackbird. Collaborating with cross-functional teams to ensure accurate and scalable support for consumers.
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
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
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