[Remote] Documentation Contractor, Support at Blackbird Labs

Remote

Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Proven experience developing SOPs for customer service or technical support teams, preferably in SaaS, fintech, or hospitality sectors
Excellent documentation skills with the ability to translate complex processes into clear, sequential instructions
Strong interviewing skills to effectively extract process information from subject matter experts
Experience with documentation tools and knowledge base platforms (e.g., Notion, etc.)
Familiarity with CRM systems
Understanding of quality assurance principles and performance metrics in customer support contexts
Project management capabilities to drive the SOP development process from initial discovery to final implementation

Collaborate 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
Develop 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

Blackbird Labs

Cupertino, CaliforniaHeadquarters

2017Year Founded

$34MTotal Funding

SERIES_ACompany Stage

Robotics & Automation, Consumer Software, Enterprise Software, AI & Machine Learning, BiotechnologyIndustries

11-50Employees