Franchise Support Officer

Pace Appointments Pty; Brisbane; On-site; AUD 55,000 - 75,000; Full time

Job summary

Pace Appointments QLD is seeking a Franchise Support Officer to join its Brisbane CBD team. You’ll be the frontline point of contact for franchisees, handling day-to-day enquiries across customer service, freight operations, billing and systems.

The role combines support, problem-solving and process improvement in a busy environment. You will manage inbound calls, tickets, and collaborate with carrier partners and internal teams to drive timely resolutions while maintaining clear guidance and

Qualifications

• Experience in a fast-paced call centre or operations support environment.
• Strong customer focus with a track record of positive outcomes.
• Clear communication with diverse stakeholders and owners.

Responsibilities

• Manage inbound calls and day-to-day enquiries from franchisees.
• Provide support across freight operations, billing, credits, customer matters and system queries.
• Log, prioritise and manage support tickets through Zendesk.
• Investigate issues and drive enquiries to resolution.
• Provide clear, step-by-step guidance over the phone and in person.
• Liaise with carrier partners, internal departments and global teams.
• Communicate service updates and process changes across the network.
• Maintain accurate carrier, service provider and process information.
• Assist with Jira-based operational tasks and carrier integration projects.
• Prepare and interpret reports to support decision-making.

Skills

Customer service

Call centre

Problem solving

System navigation

Tools

Zendesk

Jira

MachShip

Excel

Job description

Pace Appointments QLD is partnering with an established global freight and logistics franchise organisation seeking a highly customer-focused Franchise Support Officer to join its Brisbane CBD team.

This role sits across customer service, business support, freight operations and systems troubleshooting. You’ll be the frontline point of contact for franchisees, helping them navigate day-to-day operational enquiries and ensuring they receive timely, practical and accurate support.

The Opportunity

Joining the Franchise Support Centre, you’ll support a national network of franchise owners with matters relating to shipments, carrier services, customer enquiries, billing, credits and freight platforms.

A large part of the role involves managing inbound calls and support tickets, so you’ll need to be comfortable working in a busy, responsive environment. Franchisees are business owners, meaning you’ll communicate with a range of personalities and experience levels while providing clear guidance and maintaining a professional, solutions-focused approach.

This is more involved than simply logging and escalating enquiries. You’ll investigate issues, liaise with carriers and internal teams, keep stakeholders updated and follow each matter through to resolution.

Key Responsibilities

• Manage inbound calls and day-to-day enquiries from franchisees.
• Provide support across freight operations, carriers, billing, credits, customer matters and system queries.
• Log, prioritise and manage support tickets through Zendesk.
• Investigate issues and take ownership of enquiries through to resolution.
• Provide clear, step-by-step guidance over the phone and in person.
• Liaise with carrier partners, internal departments and global teams.
• Communicate service updates and operational process changes across the network.
• Maintain accurate carrier, service provider and process information.
• Assist with Jira-based operational tasks and carrier integration projects.
• Prepare and interpret reports to support operational decision-making.

About You

You’ll be someone who enjoys helping others and can remain calm, organised and professional when managing competing enquiries. You’ll be naturally curious, comfortable asking questions and willing to investigate an issue rather than immediately passing it on.

Ideally, you will bring:

• Experience in a fast-paced call centre, contact centre, customer service or operations support environment.
• A strong customer focus and commitment to achieving positive outcomes.
• Confidence communicating with different stakeholders, including business owners.
• Strong problem-solving skills and the ability to investigate issues independently.
• Experience managing multiple enquiries, priorities and deadlines.
• Confidence learning new systems and explaining processes to others.
• Strong written and verbal communication skills.
• Intermediate Microsoft Office skills, particularly Excel.
• High attention to detail and accuracy.
• A positive, proactive and collaborative approach.

Experience within domestic freight, courier, postal, transport or logistics would be highly regarded. Exposure to Zendesk, Jira, MachShip, e-commerce integrations or franchise environments would also be beneficial.

What’s on Offer

• Permanent, full-time position based in Brisbane CBD.
• A varied role combining customer service, operational support and systems.
• The opportunity to directly support a national network of business owners.
• Exposure to freight technology, reporting, integrations and improvement projects.
• A collaborative and energetic environment within an established global organisation.

If you enjoy solving problems, supporting customers and working in a role where no two enquiries are exactly the same, we would love to hear from you.