Serve as the first point of contact for all franchise support requests.
Log, categorize, prioritize, and route tickets appropriately within Zendesk.
Maintain clear documentation and communication throughout the ticket lifecycle.
Ensure franchise inquiries are acknowledged and addressed in a timely manner.
Resolve routine and repeatable issues, including password resets and account access assistance.
Provide Tier 1 support for franchise Google Workspace accounts.
Assist with account creation requests, license verification, and standard configuration guidance.
Gather necessary diagnostics before escalating infrastructure-related concerns.
Participate in a rotating on-call schedule, including some evenings and/or weekends to cover franchise business hours across time zones.

Bachelor’s degree or technical school certification preferred.
Minimum two years of experience with customer service in a technical setting
Experience in franchising, spa/wellness, fitness, or beauty industries is a plus.
Strong software troubleshooting skills with the ability to diagnose and resolve system-related issues.
Ability to learn new software applications quickly and adapt to evolving technology.
Excellent customer service and communication skills, with a positive and solution-oriented attitude.
Strong attention to detail and project management skills.
Proficiency in Mindbody POS, Microsoft Office Suite, Google Workspace, and ticketing systems, Zendesk preferred.
Ability to work independently and collaboratively in a fast-paced environment.

Franchise Support Specialist

Key skills