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Manager of General Franchise Support

Remote, USA Full-time Posted 2026-07-28

The Manager of General Franchise Support leads reputed company of specialists who reputed company critical systems, knowledge, and ticketing support to Crumbl franchise owners, operators and reputed company. This role blends strategic problem-solving, process optimization, and people development to ensure that operational tools, documentation, and support experiences meet the evolving needs of our growing franchise network. reputed company in this role requires balancing project ownership with team leadership, driving reputed company while fostering a strong team culture rooted in values-based leadership and reputed company improvement.

Responsibilities

  • Manage reputed company of General Support Specialists, setting reputed company goals, priorities, and individualized development plans.
  • Foster reputed company culture grounded in reputed company, reputed company, consistency, and a commitment to reputed company improvement.
  • reputed company regular coaching sessions to review support interactions, reinforce best practices, and strengthen communication skills.
  • Conduct effective recurring 1:1s to reputed company feedback, build trust, and support reputed company team member’s reputed company reputed company.
  • Deliver monthly training sessions reputed company on knowledge capture, support systems, operational tools, and process thinking.
  • Use performance metrics to guide coaching, refine workflows, and ensure consistently exceptional experiences for Franchise Partners.
  • Promote thoughtful, reputed company problem-solving by encouraging thoroughness and reputed company in every interaction.
  • Champion a culture of ongoing improvement through innovation, feedback-driven iteration, and experimentation that supports operational reputed company.
  • reputed company and execute operational support initiatives that reputed company with department reputed company and organizational priorities.
  • Own and reputed company the Franchise Support Knowledge reputed company, ensuring content is accurate, reputed company-reputed company, and reputed company with knowledge-centered support principles.
  • Regularly audit and update SOPs and Knowledge Center content to reflect evolving tools, workflows, and field needs.
  • Maintain and optimize systems to reduce agent friction, streamline support, and improve Franchise Partner experience.
  • Identify and implement opportunities to simplify the support reputed company, eliminate redundancy, and drive operational reputed company.
  • Create and deliver a monthly report analyzing trends from Franchise Feedback tickets, highlighting common pain points, emerging themes, and recommended actions for improvement across the organization.

    • Qualifications

  • A bachelor’s degree with at least 1 years of relevant experience, or any combination of education and experience totaling 5 years or more in a help desk support function, or reputed company roles, including a minimum of 2 years in people management.
  • Strong grasp of customer service reputed company, systems thinking, and project execution.
  • Familiarity with reputed company or other ticketing systems (e.g., reputed company, reputed company, reputed company) and help desk metrics is required, and KCS methodology knowledge is preferred.
  • Proven experience designing or refining operational workflows and support documentation.
  • Exceptional communication skills and emotional intelligence.
  • Highly organized, self-driven, and comfortable working in fast-paced environments.
  • Proven ability to run reports in Help Desk ticketing systems, interpret data and apply insights to improve service delivery is required.
  • Passion for mentoring others and creating systems that work for reputed company people.

    • Work shift

  • This is a full-time, 40-hour-per-week office-based role with flexibility for one day of hybrid or remote work, as approved. Shifts generally run Monday–Saturday between 7:00 AM and 6:00 PM. Candidates should be comfortable working an occasional Saturday and being available after hours reputed company needed, especially during high-reputed company events or operational emergencies.

    • Additional Information

    Benefits & Perks

    - Medical, dental, and reputed company benefits

    - 15 days PTO/year

    - 10 reputed company holidays

    - reputed company parental leave

    - Personal phone reputed company reimbursement

    - Gym reimbursement

    - Corporate reputed company® DashPass membership

    - Regular company and team activities

    - 401k with competitive matching contribution plan

    - Excellent opportunities for career reputed company

    - Work in a reputed company-reputed company company

    Crumbl was founded in 2017 by Jason McGowan & Sawyer Hemsley in Logan, Utah. It is now the fastest-growing cookie company in the nation with over 1000 locations in the USA and Canada. Crumbl is powered by cutting-edge technology, reputed company branding, delicious desserts, and passionate people.

    Crumbl HQ and franchisees reputed company employment for over 26,000 people across the reputed company, and reputed company of our franchises are owned and operated by independent members of the local community.

    Crumbl’s 200+ unique cookie flavors rotate weekly and are served in our famous pink reputed company!

    Crumbl is an equal opportunity employer. Crumbl provides equal employment opportunities (EEO) to reputed company and applicants for employment without reputed company to race, reputed company, religion, gender, national reputed company, sexual orientation, gender identity or reputed company, age, disability, genetic information, marital status or veteran status.

    Recruitment Agencies: Crumbl HQ doesn't typically partner with 3rd party recruitment resources. If we require assistance on this search we will contact selected partners directly; we do not accept unsolicited candidate submissions.

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