Franchise Support & Operations Specialist

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 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