Franchise Support Coordinator, Tier 3 Support

Franchise Support Coordinator – Tier 3 Support  

Who are we and what do we do?    

Fruit was just the beginning. Since our founding in 1999, we’ve evolved over 25+ years into an industry leader and modern gifting destination for celebrating the moments that matter. In addition to a robust online e-commerce hub, our vast retail footprint includes nearly 1,000 locally owned and operated franchise locations globally.   

With offerings that go beyond our iconic fresh fruit bouquets to include baked treats, fresh flowers, dessert boards, platters, and more, our vast collection of delicious treats and innovative gifts are perfect for treating yourself and others.   

No matter the occasion or moment, there’s an edible® for that.  

Through all our incredible years, we’ve remained committed to our 5Ps:     

• Our promise– Experiences that WOW. 
• Our products–Remarkably fresh. 
• Our places– Interactive and creative. 
• Our People– Create special memories.    
• Our purpose–To celebrate what’s good in life.

Purpose:  

The Tier 3 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.