[Hiring] Specialist, Franchise Tech Systems @WellBiz Brands

Role Description

The Specialist, Franchise Tech Systems Support, plays a key role in supporting franchise technology operations across WellBiz Brands. This position helps ensure the reliable operation of appointment-based point-of-sale systems and related business technology platforms used by franchisees and internal teams.

• Investigating and resolving system issues
• Supporting franchise openings, transfers, and closures
• Assisting with POS configuration updates
• Coordinating data- and campaign-related work
• Contributing to software rollouts and process improvements

Success in this role requires strong judgment, attention to detail, clear communication, and the ability to work through ambiguous issues by gathering context, reviewing documentation, validating system behavior, identifying the likely root cause, and recommending next steps. Experience with appointment-based POS systems is strongly preferred, especially Mindbody and Booker.

Qualifications

• Relevant professional experience, technical training, certifications, or equivalent education considered
• Minimum two years of experience supporting, administering, or troubleshooting business-critical software systems
• Experience with appointment-based POS systems strongly preferred; experience with Mindbody and Booker highly valued
• Experience in franchising, spa/wellness, fitness, beauty, hospitality, or other multi-location service businesses is a plus
• Strong software troubleshooting skills, including the ability to distinguish symptoms from root cause
• Ability to investigate ambiguous issues, gather the right context, and communicate findings clearly
• Strong written communication skills, especially in ticketing systems, email, documentation, and internal status updates
• Demonstrated ability to work independently, manage competing priorities, and follow issues through to resolution
• Strong attention to detail, organizational skills, and ability to identify inconsistencies or risks
• Ability to retain and apply feedback, recognize repeatable patterns, and improve work quality over time
• Ability to learn new software applications quickly and adapt to evolving technology, processes, and business needs
• Proficiency in Microsoft Office Suite and Google Workspace
• Positive, professional, and service-oriented approach with franchisees, vendors, and internal partners
• Ability to work independently and collaboratively in a fast-paced environment

Requirements

• This position may require working on a rotating schedule, including some evenings and/or weekends, to support franchise business hours across Eastern, Central, Mountain, and Pacific Time Zones

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

Compensation Range: $70,000.00 - $80,000.00/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 Administration
  • Provide timely, professional support to franchisees and internal partners through ticketing systems, email, and direct collaboration with operations teams
  • Investigate and troubleshoot software/system issues by gathering relevant details, reviewing available documentation, validating expected versus actual behavior, and identifying potential root cause
  • Resolve issues within scope and escalate appropriately to vendors, internal partners, or leadership when needed
  • Escalate with complete context, including issue summary, systems reviewed, findings, risks, blockers, and recommended next steps
  • Assist with testing and implementation of new system functionality, platform updates, configuration changes, and operational workflows
  • Maintain a working understanding of POS and business system needs across multiple franchise brands
• Business Systems & Franchise Operations Support
  • Manage administrative and system-related tasks for franchise openings, ownership transfers, location closures, and related operational changes
  • Prepare, submit, validate, and audit data files or reports to support accurate vendor updates and system changes
  • Coordinate POS system updates, product/service activations, campaign opt-ins, pricing updates, and other franchisee-facing configuration changes
  • Support software rollouts by assisting with testing, documentation, communication, issue tracking, and post-launch validation
  • Identify risks, inconsistencies, or downstream impacts in system changes and communicate them clearly before action is taken
• Communication, Documentation & Process Improvement
  • Communicate clearly and concisely in tickets, emails, internal updates, and project notes, including what was reviewed, what was found, what remains unclear, and what action is recommended
  • Use internal documentation, source-of-truth materials, and established procedures before escalating issues or requesting direction
  • Support the creation, maintenance, and improvement of training guides, SOPs, troubleshooting references, and internal documentation
  • Partner with internal teams to align technology solutions with business needs and franchise operating standards
  • Identify recurring patterns, recommend process improvements, and contribute to stronger team knowledge sharing
  • Contribute to special projects and cross-functional initiatives as assigned
  • Other duties and projects as assigned by supervisor and department heads