Customer Service, Administrative Assistant – Franchise Operations

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Take charge of all customer communication channels: Ensure comprehensive coverage for inbound and outbound interactions via phone, email, SMS, and chat, leaving no channel unattended.

• Manage appointments from start to finish: Handle scheduling, confirmations, rescheduling, reminders, and light service recovery efficiently across all locations.

• Oversee CRM / Help Desk functions: Maintain accurate notes, tags, statuses, dispositions, and follow-up tasks at all times, with no exceptions.

• Support for franchise administration: Assist with routine franchise support tasks, allowing location managers and owners to concentrate on operations and sales.

• Handle escalation management: Address billing issues, complaints, franchisee concerns, and urgent scenarios through a clear standard operating procedure (SOP) and escalation matrix established during onboarding.

⛳️ Requirements

• Minimum of 3 years’ experience in customer-facing or administrative support roles.

• Demonstrated ability to manage over 60 customer interactions daily for a minimum of 6 consecutive months.

• At least 2 years’ experience with CRM/help desk platforms such as Zendesk, HubSpot, Salesforce, ServiceTitan, or similar.

• Available to work during U.S. business hours, with a minimum commitment of 6 hours per day, 5 days a week.

• Strong performance history: Achieve a quality assurance score of 90%+, customer satisfaction score of 4.5/5+, or successfully pass a high-level writing and audio assessment.

🏝️ Benefits

• Accelerated hiring process: We act quickly, communicate effectively, and ensure candidates are kept informed.

• Improved role matching: You will be assigned to positions where you can truly excel and develop, rather than merely filling a vacancy.

• Genuine advancement potential: Top performers are rewarded with raises, long-term job security, and future opportunities.

• Collaborate with U.S. operators: Gain direct exposure to franchise owners and operators who are dedicated to growth and execution.

• True ownership: Your contributions will have a significant impact on operations, with reduced bureaucracy and increased responsibility from day one.

• Experience across multiple locations: Work at various franchise sites and understand the dynamics of scalable operations.