Franchise Support Representative

3 weeks ago

Frisco, United States KidStrong Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k)
  • Bonus based on performance
  • Competitive salary
  • Employee discounts
  • Health insurance
  • Paid time off

Are you looking for that workplace where you can be part of a fun, energetic, and professional team that loves what they do? Our corporate office is growing and we are looking for a Franchise Support Representative to join our Operations team.

WHO WE ARE
KidStrong is an athletic play program for kids ages 1-11 that uses certified coaches to help kids build the skills they need to become stronger and more confident.

POSITION OVERVIEW:
The mission of the Franchise Support Specialist is to act as a subject matter expert and support resource for our franchise partners, our vendor partners, franchise location staff, and our Franchise Operations Team after a center has launched and issues arise. The role will report to the Manager, Operations Services, and work closely with Field Business Coaches and Development Specialists to support field operations needs. Documenting responses to commonly asked questions and working closely with curriculum writers on training modules, as part of a team to develop a scalable franchise support model that emphasizes documentation, training, administration, and 24x7 access to support.

IN THIS ROLE, YOU WILL:
  • Maintain/manage the franchise operations help desk--including monitoring of Zendesk, Slack Channels, and other requests for assistance
  • Document responses to commonly asked questions and work closely with curriculum writers on training modules, as part of a team to develop a scalable franchise support model that emphasizes documentation, training, administration, and 24x7 access to support
  • Ensure franchisees are aware of key communications and know where to find answers to common questions encountered
  • Monitor franchise support requests so that documentation and curriculum/training needs can be prioritized
  • Assist in sending out franchise communications, surveys, collecting data, completing reports, and tracking and distributing communication to our franchise owners
  • Assist in the creation of the weekly franchise newsletter
  • Assist in onboarding new team members by guiding them through our technology portal and ensuring access to technology resources

WHO YOU ARE:
You are a smart and eager contributor who enjoys building relationships and solving problems. You have a bias for action, thrive in a coaching culture, and are comfortable giving and receiving direct communication. You have:

  • 1-3+ years of experience in customer service or operations coordination or a similar role
  • Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
  • Bias for action and highly customer-focused and responsive
  • Knowledgeable on key business operations including customer care and common productivity and communication tools (Zendesk, Google, Slack, etc.)
  • Assertive in driving response to customer requests/incidents including engaging support from subject matter experts
  • Experienced managing ticket queues in a high-volume, structured environment
  • Excellent communication, document creation and interpersonal skills, with the ability to build relationships and effectively communicate information across different levels of the organization and different forms of media.
  • Associates degree or equivalent
  • Knowledge of Zendesk, Smartsheet, FranConnect, Asana Project Management, Zen Planner, and Learn Upon is all considered a plus

PERKS:
  • Fun and light environment with a purposeful role in a rapidly growing company
  • Some flexibility on the traditional 40 hr in-office work environment.
  • Ability to help build and refine operational processes
  • Close interaction with all levels within the company including senior leadership
  • Strong benefits, competitive pay, and bonus potential
  • Benefits include medical, dental, vision, bonus eligibility, PTO and holiday pay.

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