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.