Sr Specialist, Franchise Tech Systems

Overview

The Sr Specialist, Franchise Tech Systems plays a critical role in supporting franchisees and internal teams by ensuring the seamless operation of appointment-based point-of-sale (POS) systems across a multi-brand environment.

This role is responsible not only for delivering high-quality technical support, but also for owning designated systems or brands as a subject matter expert, managing escalations, and proactively identifying opportunities to improve processes and system performance.

This position requires strong experience with appointment-based POS platforms (Mindbody and/or Booker), sound judgment in ambiguous situations, and the ability to operate independently while balancing multiple priorities. This role operates within a highly interconnected, multi-brand systems environment, requiring careful consideration of downstream impacts when implementing changes.

WellBiz Brands Benefits:

• Flexible time off and holiday schedule
• Medical, dental, vision, and life insurance
• Health Savings Account
• Flexible Spending Account
• 401K match
• Monthly allowance for spend at WellBiz Brands, Inc. owned brands
• Cell Phone reimbursement
• Free Employee Assistance Plan

Compensation Range: $85,000.00 - $90,000.00/annually. Offers to select candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

Salary ranges reflect Colorado disclosure requirements. Compensation may vary by geographic location for candidates working outside Colorado.

Position Responsibilities:

Technical Support, System Ownership & Escalation Management

• Provide timely and professional technical support to franchisees via a ticketing system and direct collaboration with operations coaches.
• Troubleshoot and resolve software issues, escalating to vendors when necessary.
• Own and maintain deep expertise in one or more core platforms (e.g., Mindbody, Booker), serving as a subject matter expert (SME) for the team
• Act as a primary point of contact for escalated or complex issues, driving resolution across internal teams and external vendors
• Exercise independent judgment in troubleshooting and resolving issues where standard documentation may not exist
• Identify recurring issues and trends, and proactively recommend system or process improvements
• Assist with testing and implementation of new system functionalities
• Maintain a deep understanding of system needs across various franchise brands

Business Systems & Franchise Operations Support

• Manage administrative tasks related to franchisee system onboarding, transfers, and closures.
• Prepare, submit, and audit data reports to ensure accurate vendor updates.
• Coordinate POS system updates, product activations, and campaign opt-ins for franchisees.
• Assist with the rollout of software updates, including documentation and communication to end users
• Support prioritization and coordination of work across multiple active initiatives, balancing ticket support, project work, and time-sensitive deliverables
• Partner with leadership to ensure data accuracy, audit readiness, and successful execution of large-scale system updates or campaigns.

Collaboration & Documentation

• Support the development of training guides and documentation for franchisees and internal teams.
• Partner with internal departments to align technology solutions with business needs.
• Provide insights and recommendations for system improvements and best practices.
• Provide informal mentorship and guidance to team members, helping to reinforce best practices and consistency in support
• Assist in onboarding and training of new team members
• Help triage or prioritize incoming work to support team efficiency and SLA adherence
• Contribute to special projects as assigned
• This role operates within a highly interconnected, multi-brand systems environment, requiring careful consideration of downstream impacts when implementing changes

Other duties and projects as assigned by supervisor and department heads.

Essential Skills, Experience, and Qualifications:

• Bachelor’s degree or technical school certification preferred.
• 3–5 years of experience with appointment-based POS systems (Mindbody or Booker experience highly valued).
• Experience in franchising, spa/wellness, fitness, or beauty industries is a plus.
• Demonstrated experience acting as a system owner or subject matter expert
• Experience handling escalated issues or high-sensitivity franchisee interactions
• 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.
• Strong ability to prioritize and manage multiple workstreams in a fast-paced environment
• Demonstrated ability to exercise sound judgment in ambiguous or undefined situations
• Ability to translate business needs into practical system solutions
• Proficiency in Microsoft Office Suite and G Suite.
• Ability to work independently and collaboratively in a fast-paced environment.
• This position will require working on a rotating schedule, with some evenings and/or weekends, to cover franchise business hours across Eastern, Central, Mountain, and Pacific Time Zones.

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