Blackbird Labs

• Coordinate on-site installations and onboarding for new restaurant partners • Set up hardware and software according to site-specific requirements • Train/retrain front-of-house staff and management on product usage and best practices • Act as a trusted point of contact for operators during and after launch • Troubleshoot issues in real-time and relay insights to the internal team • Help maintain momentum post-launch to ensure product adoption and partner satisfaction

• 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

• Own full-cycle recruiting for multiple roles simultaneously, from sourcing through offer acceptance • Source candidates using LinkedIn, Boolean search, and creative outreach strategies to build robust pipelines • Screen and interview candidates, assessing both technical capabilities and cultural fit • Coordinate interview processes with hiring managers and cross-functional stakeholders, ensuring smooth candidate experience • Partner with hiring managers to understand role requirements, refine job descriptions, and develop effective sourcing strategies • Manage candidate relationships with clear communication and timely follow-up throughout the hiring process • Track recruiting metrics and maintain organized pipeline data in our ATS