WellBiz Brands is looking for a proactive, tech-savvy problem solver who enjoys helping others succeed. As a Franchise Support Specialist, you’ll be the first line of support for franchise owners and studio managers across the WellBiz portfolio of brands, ensuring they have the tools, guidance, and support they need to run their businesses smoothly.
In this highly customer-centric, cross-functional role, you’ll provide first-level support across a variety of business areas, including technology systems, point of sales systems, marketing platforms, operations processes, and more. You’ll resolve many routine requests directly while delivering a responsive, professional experience that builds trust with franchise partners. When specialized expertise is needed, you’ll collaborate with internal teams across the organization to connect partners with the right support and ensure issues are resolved efficiently.
You’ll play a critical role in creating a consistent, positive support experience through your problem-solving skills, ability to guide users towards a solution, and your knack for making complex things feel simple.
WellBiz Brands Benefits:
- Generous Paid Time Off and Holiday Schedule policy
- Medical, dental, vision, and life insurance
- Health Savings Account
- Flexible Spending Account
- 401K match
- Monthly allowance towards services at WellBiz Brands, Inc. owned brands
- Free Employee Assistance Plan
Compensation Range: $25.00-$28.00/hour. Offers to select candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.
Position Responsibilities:
Franchise Intake & Case Management
- 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.
Basic Issue Resolution - Resolve routine and repeatable issues, including:
- Password resets and account access assistance
- Basic Google Workspace troubleshooting
- Standard configuration guidance
- In-studio audio/visual troubleshooting (media players, audio accounts, basic hardware issues)
- Navigation assistance within marketing and operational systems
- Assistance with standard POS configuration questions
- Provide Tier 1 support for franchise Google Workspace accounts.
- Assist with account creation requests, license verification, and standard configuration guidance.
- Provide first-level troubleshooting for studio hardware, digital media players, and related endpoint devices.
- Gather necessary diagnostics before escalating infrastructure-related concerns.
This role participates in a rotating on-call schedule. This will include some evenings and/or weekends to cover franchise business hours across Eastern, Central, Mountain, and Pacific Time Zones. Employees will be compensated for all time worked in accordance with federal and Colorado wage and hour laws, including applicable overtime.
This position is based in our Denver, CO office and requires in-office attendance four (4) days per week. One (1) remote workday per week may be permitted at the Company’s discretion. Employees must reside within commuting distance of the Denver office.
Other duties and projects as assigned by supervisor and department heads.
Essential Skills, Experience, and Qualifications:
- 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.
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