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About the role
Key responsibilities & impact- Serve as a primary point of contact for franchise owners, operators, and field leadership for priority cases through phone, email, and case management tools.
- Triage incoming requests by confirming issue severity, identifying business impact, and initiating escalation paths using defined support processes and service expectations.
- Own cases from intake through resolution by gathering details, coordinating internal actions, documenting progress, and maintaining accountability for follow-up.
- Provide proactive status updates, next steps, and resolution details to franchise partners using clear, business-relevant communication.
- Conduct follow-up outreach after incidents or case resolution to confirm outcomes, reinforce trust, and identify additional support needs.
- Identify recurring issues and case trends, summarize findings, and support recommendations that improve tools, processes, or service delivery.
- Maintain accurate case documentation and follow required authentication, privacy, and data handling procedures in support systems.
Requirements
What you’ll need- 2+ years of experience supporting customers in a call center, financial services, or similarly high-volume service environment with direct customer interaction.
- 2+ years of experience managing customer issues through resolution using case documentation, follow-up communication, and established service processes.
- Experience communicating with customers by phone, email, or case management systems while handling multiple priorities in a metrics-driven environment.
- Experience using computer-based systems and audio equipment to support customer interactions, issue tracking, and case updates.
- High school diploma, General Educational Development (GED), or equivalent combination of education, related experience and/or military experience.
- Experience supporting franchise owners or multi-location operators in an escalation, service recovery, or relationship-based support environment is a plus.
- Associate's Degree in business, communications, a related field, or equivalent combination of education, related experience and/or military experience is a plus.
Benefits
Comp & perks- Fuel Your Life program to support your physical, financial, social, and emotional well-being.
- Paid holidays and generous time away policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental, caregiver, and military leave.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
case managementissue resolutioncustomer supportcase documentationmetrics-driven environmentdata handling proceduresescalation processesservice recoverycommunication skills
Soft Skills
interpersonal skillsorganizational skillsaccountabilityproactive communicationtrust building
Certifications
high school diplomaGeneral Educational Development (GED)Associate's Degree