• 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