About Blackbird:

Blackbird Labs is a loyalty and payments platform establishing meaningful connections between the world's best restaurants and their customers.

Served up in 2022 by Ben Leventhal, co-founder of Eater and Resy, Blackbird offers a fully customizable loyalty programming platform for restaurants and a consumer app designed to make every guest feel like a bonafide VIP no matter where they dine. Backed by Union Square Ventures, a16z, Amex Ventures, Variant Fund, and other forward-thinking investors, Blackbird is out to revolutionize the restaurant industry.

About Our Team:

At Blackbird, our values guide everything we do and our talent principles define the key traits we seek in our employees.

We have passion for our product – committed to our mission and instinctively think like and go the extra mile for our customers. We are elite performers – striving for excellence, going above and beyond to achieve exceptional results, and learning quickly with horsepower, drive, and grit. We make others better – taking initiative to elevate others, giving and receiving feedback, and championing a culture of growth. We hold one another accountable to living out our talent principles as we march together to achieving our mission.

We are an in-office culture that values the power of in-person connection and collaboration. Just as Blackbird fosters magical in-restaurant experiences, we believe being together ignites creativity, accelerates problem-solving, and strengthens the team spirit essential to driving our mission forward.

About the Job:

We are seeking a Guest Support and Operations Lead to build and lead our world-class service organization from the ground up. This is a true 0 to 1 opportunity for a customer-obsessed leader who can balance delivering exceptional service with developing scalable, product-first solutions.

In this role, you'll establish the voice of the customer within Blackbird, ensuring that our guest interactions reflect our brand's premium positioning while influencing strategic decisions across product, loyalty, marketing, and sales teams. Success will be measured through guest support satisfaction metrics, NPS, and establishing support cost as a percentage of TPV benchmarks.

This is a highly strategic and operational role, ideal for a leader who thrives in fast-moving environments and understands how to balance high-touch service with the desire to build AI-powered digital solutions.

Responsibilities

• Build and scale a customer support organization from scratch, establishing vision, processes, and KPIs
• Drive high guest satisfaction and NPS through exceptional service delivery while maintaining cost efficiency
• Serve as the voice of the customer to influence strategic decisions across product, loyalty, and marketing
• Develop innovative support solutions with a strong bias toward product, digital, and AI capabilities
• Create systems and processes that authentically serve both restaurant partners and their patrons
• Lead and develop a high-performing team that balances brand excellence with operational efficiency
• Establish support cost benchmarks that align with business objectives and growth targets

Requirements

• 3-5 years of experience in customer support leadership with a proven track record of building service organizations
• Strong bias toward product and digital solutions with experience collaborating with product teams
• Exceptional communication skills with the ability to influence across multiple stakeholders
• Experience delivering high-touch customer service in premium digital environments
• Demonstrated ability to establish and track key performance metrics for service organizations
• Bachelor's degree or equivalent experience

Nice to Haves

• Experience at world-class service organizations like Amazon, Coinbase, Warby Parker, or Waymo
• Background in building service functions from scratch in fast-growing companies
• Experience with two-sided marketplaces and understanding the unique dynamics
• Passion for the restaurant industry and deep understanding of hospitality excellence

Pay Transparency Notice & Benefits

Depending on your work location and experience the target annual salary for this position can range from: $100-120K USD. This range does not include the equity component of the overall compensation package. Disclosure in accordance with New York City's Pay Transparency Law.

Full time offers from Blackbird may also include stock options, benefits (including medical, dental, vision, flexible time off, 401(k)), and some not-so-standard, extra-fun perks — subject to applicable taxes and based on eligibility.

Commitment to Equal Opportunity

Blackbird Labs is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Blackbird will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable. For US applicants, you may view the Know Your Rights notice here. Additionally, Blackbird participates in the E-Verify program.

Join us and find out what the best work of your career could look like here at Blackbird.