[Remote] Documentation Contractor, Support at Blackbird Labs

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Payments, Loyalty ProgramsIndustries

Requirements

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

Responsibilities

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

Skills

Key technologies and capabilities for this role

DocumentationStandard Operating Procedures (SOPs)Process DocumentationWorkflow DiagramsDecision TreesCustomer SupportPayment ProcessingApp ExperienceProblem-SolvingCommunication

Questions & Answers

Common questions about this position

What is the employment type for this role?

This is a contract position.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What skills are required for the Documentation Contractor role?

Required skills include proven experience developing SOPs for customer service or technical support, excellent documentation skills to translate complex processes into clear instructions, strong interviewing skills, experience with documentation tools like Notion, familiarity with CRM systems, and project management capabilities.

What is the company culture like at Blackbird Labs?

This information is not specified in the job description.

What makes a strong candidate for this Documentation Contractor position?

A strong candidate has proven SOP development experience in SaaS, fintech, or hospitality, excellent documentation and interviewing skills, familiarity with tools like Notion and CRM systems, plus nice-to-haves like knowledge of restaurant tech or BPO partnerships.

Blackbird Labs

About Blackbird Labs

Cupertino, CaliforniaHeadquarters

2017Year Founded

$34MTotal Funding

SERIES_ACompany Stage

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

11-50Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

401(k) Retirement Plan

Stock Options

Risks

Competition from established platforms like OpenTable and Yelp.

Potential regulatory scrutiny over blockchain use in hospitality.

Volatility of cryptocurrency markets could impact financial stability.

Differentiation

Founded by Resy and Eater co-founder, offering industry expertise.

Focuses on web3 technology for unique restaurant loyalty solutions.

Targets personalized dining experiences with tailored loyalty programs.

Upsides

Increased blockchain adoption in hospitality benefits Blackbird's platform.

Rise of digital wallets aligns with Blackbird's tech-driven solutions.

Growing consumer interest in personalized dining experiences supports Blackbird's offerings.

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