Director of Customer Support & Concierge Services

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 Director of Customer Support & Concierge Services to build and lead our customer support function, ensuring that Blackbird delivers a world-class service experience to both diners and restaurants. This leader will set the vision, strategy, and execution for all support operations, from tooling and automation to team structure and service philosophy.

Additionally, this person will oversee Blackbird Concierge, a high-touch service that enhances the experience of our most valued users, ensuring seamless execution of Blackbird Status benefits, reservations, exclusive perks, and VIP experiences.

This is a highly strategic and operational role, ideal for a leader who thrives in fast-moving environments, has built support teams from scratch, and understands how to balance automation with human touch.

Responsibilities 

Customer Support Strategy & Execution

• Define and execute the end-to-end customer support strategy, implement support tooling and AI solutions, and build multi-channel support operations
• Set SLA and KPI benchmarks, create self-service resources, and develop a high-performing support team balancing internal staffing with outsourced solutions
• Establish feedback loops with Product and Engineering teams to address customer pain points proactively

Blackbird Concierge & VIP Support

• Build and scale Blackbird Concierge for Status members and high-value users, ensuring seamless execution of priority services and personalized experiences
• Develop restaurant and hospitality partnerships, establish a dedicated VIP support team, and optimize the concierge model for efficiency

Cross-Functional Collaboration & Leadership

• Serve as the voice of the customer, advocating for improvements in product experience and operational processes
• Partner with Product, Engineering, Growth, Marketing and Partnerships teams to integrate support insights and ensure Blackbird Status benefits delivery
• Drive innovation in AI-driven support, CRM tooling, and customer engagement strategies

Requirements

• Bachelors Degree plus 7+ years in customer experience leadership with demonstrated success in building and scaling support operations across multiple channels, including experience with high-value customer segments
• Strong track record implementing support technologies, setting effective SLAs/KPIs, and developing team structures that balance quality service with operational efficiency
• Proven ability to collaborate cross-functionally with Product, Engineering, and Marketing teams, serving as an effective voice of the customer within the organization
• Demonstrated leadership abilities with a genuine passion for hospitality and customer service excellence

Nice to Haves

• 2+ years managing concierge or VIP services in premium environments
• Advanced project management and multi-channel communication skills
• Current culinary trend knowledge and strong industry network
• Entrepreneurial mindset for developing innovative support solutions

Pay Transparency Notice & Benefits

Depending on your work location and experience the target annual salary for this position can range from: $180,000 - $200,000 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.