[Hiring] Fractional BPO Implementation Contractor @point.me

Role Description

We are building a tiered servicing model from scratch. The work spans self-serve content, BPO training material creation, onboarding and enablement, and escalation design into our internal team. The timeline is tight and we need someone with support BPO implementation experience to help us move quickly.

This role exists to bring additional execution capacity and strategic input to BPO implementation. Our CX Director will lead the workstream. You execute alongside them and bring direct, hands-on BPO launch experience to the engagement.

The role is fractional because the upfront build is significant and time-constrained. Possibility for extension or full-time conversion beyond October.

What You'll Do

• Build step-by-step process guides, develop and deliver agent training, and map escalation pathways with the BPO team.
• Design and deliver training for a client’s customer support team so they can handle account-level issues and escalate correctly.
• Define how a traveler issue moves from the customer to the BPO to our internal team, including trigger criteria, handoff protocols, SLAs, and after-hours coverage.
• Build or oversee self-serve content inside the customer portal covering account-level and travel-specific topics.
• Identify failure scenarios before go-live and QA the process guide and BPO response against them, including flight disruptions, refund edge cases, and system outages.
• Own the pre-launch checklist and confirm readiness across Tiers 1 through 4, including BPO staffing, contact channels, and internal on-call rotation.
• Document the full implementation as we go so it becomes repeatable for future accounts.
• Establish ticket lifecycle flows in HubSpot and ensure the BPO team is trained on our internal tooling alongside the operational SOPs.

Qualifications

• Has owned implementation for a support BPO end-to-end before, including building the process guide, running the training, and signing off on go-live.
• Has designed and delivered agent training for a new product or channel launch, including assessments or readiness checks before go-live.
• Has built SOP and escalation frameworks from scratch, not just maintained existing ones.
• Can operate with autonomy on a tight deadline, identifying what is on the critical path, communicating a clear plan, and not waiting for perfect conditions.

Nice to Have

• Background in travel (OTA, airline, TMC, hotel chain, or travel startup) where support is real-time and high-stakes.