Support Ops & Payments Contractor
About The Position
Blackbird is seeking a highly detail-oriented Support Operations & Payments Contractor to help build, document, and operate the backbone of our consumer support workflows. This role combines SOP development with hands-on support operations, particularly across consumer payments, rewards, and fraud-related issues. The ideal candidate is both a strong systems thinker and a practical problem solver — someone who can investigate real customer issues, identify root causes, document clear processes, and help reduce repeat incidents through better tooling, rules, and escalation paths. You will work closely with Blackbird’s Support Lead, Product, Engineering, and external BPO partners to ensure support processes are accurate, scalable, and aligned with product reality.
Nice To Haves
- 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
Responsibilities
- SOP Development & Documentation
- 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
- Payments, Rewards & Fraud Investigations
- 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
- Cross-Functional Enablement
- 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
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What This Job Offers
Education Level
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