Franchise Support Coordinator

Job Description

Job Description

Who are we and what do we do?   

Edible Brands® is an innovative, Atlanta-based company that acquires, develops, and manages a world-class portfolio of consumer and service brands. From our flagship brand, Edible Arrangements®, to the diverse portfolio under our umbrella—including Rōti Modern Mediterranean®, edible.com®, edibles.com™, freshfruit.com™, and BerryDirect®—we’ve revolutionized the way people experience food.

By combining exceptional products with cutting-edge e-commerce platforms, proprietary software, and a robust supply chain, we create memorable and accessible experiences for customers across the globe. As a dynamic, forward-thinking company, we are constantly evolving to deliver high-quality, innovative solutions that resonate with our customers and franchisees worldwide.

Purpose:

The Franchise Support Coordinator serves as a key level of support for franchisees, responsible for taking day to day inquiries and collaboratively resolving escalated problems across the Edible Franchise System.

Schedule: Monday – Friday, 9am to 6pm OR 12pm to 9:00pm, with rotating weekend support (Saturday 9-6 and Sunday 9-5). The role will require working on Holidays, and/or extended hours during Peak Holidays, including some overnights.

Responsibilities:

• Diligently respond to incoming support request tickets from our Franchise Operators in adherence of our SLA, following up via email and/or phone call as needed while prioritizing superior customer service and a positive experience
• Handle escalated issues from franchisees, offering problem-solving to ensure timely and effective resolution
• Provide guidance and support to franchisees, including troubleshooting operational, technical, and resource-related concerns.
• Act as a team-player, offering guidance and support to team members and assist with training new team members as needed
• Work closely with other departments (Operations, IT, Marketing, Supply Chain) to ensure alignment and progress on tickets, following up as needed until completion ensuring resolution of tickets
• Identify and communicate recurring issues and work proactively to develop and implement solutions to reduce future escalations
• Maintain detailed records of escalations, resolutions, and ongoing franchisee concerns, ensuring proper follow-up and tracking of issues.
• Promote adherence to company best practices, policies, and procedures within the franchise network, helping franchisees optimize their operations.

• Other ad-hoc projects and responsibilities may be added
  

Requirements:

• Customer Service experience in a consumer-facing industry, such as retail, or hospitality and can demonstrate knowledge of problem solving and de-escalation techniques
• Understands basic store operations (retail or food & beverage) a plus
• Experience working cross-functionally with various departments to resolve customer requests highly preferred
• Proficiency and experience with Microsoft Office products
• High School diploma or equivalent
• Bilingual skills (especially Spanish) are a plus

Essential Competencies:

• You contribute to a positive team-oriented environment, lead by example and are excited to work alongside peers and cross-functional partners
• You prioritize providing superior customer service by listening carefully to understand the request/problems, and working with urgency to provide solutions, leaving a positive impression for your customer
• You can multitask while managing a high volume of incoming tickets with ease and can prioritize work to ensure deadlines are met
• You work well under pressure when faced with challenging situations
• You are a self-motivated individual who has a keen focus on delivering results
• You pick up on technical tasks quickly, such as learning and operating new systems and software programs, and are motivated to learn new skills and knowledge

What We Offer:

• Onsite work environment with work from home flexibility, fostering collaboration and relationship building with peers, cross-functional partners and leadership
• The stability and resources of an industry-leading company successfully operating for 25 years, with the agility and innovation of a startup, allowing you to make a significant impact and shape our future.

• Growth & Development – Each team member has visible and immediate impact on the business, offering abundant opportunities for personal and professional growth as we scale in size and sophistication
• Healthcare plans that include health/dental/vision insurance, 401K Plan, company paid life insurance and short-term disability, flexible spending account options and more
• Paid time off, including sick days & holidays to support work life balance

We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, and disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.