Franchise Support Specialist - Bilingual SLA Champion

Fresh Food Concepts, LLC; Richardson (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

GBC Food Services, LLC seeks a Franchise Relations Specialist to serve as the primary liaison between the company and its franchise partners in a call center setting. The role includes inbound and outbound support, documenting and escalating issues per SLAs, and coordinating with Operations, IT, and Marketing to resolve concerns.

The position supports franchisees who speak Chin and/or Burmese, with language skills highly preferred.

Qualifications

• Associate or bachelor’s degree in business, Communications, Hospitality, or a related field preferred.
• 3+ years of experience in customer support, call center operations, or franchisee relations.
• Experience with SLAs, ticketing systems, and escalation procedures.
• Bilingual or multilingual in Chin and/or Burmese strongly preferred.

Responsibilities

• Respond promptly to inbound franchisee inquiries via phone, email, and ticketing system within SLA guidelines.
• Conduct outbound calls to franchisees for case follow-ups, operational guidance, education, or information gathering.
• Manage and maintain all support tickets, ensuring thorough documentation, prioritization, and accurate routing to the appropriate department.
• Deliver organizational updates to franchisees, including policy changes, procedural updates, product launches, and compliance reminders.
• Act as a liaison between franchisees and internal teams (Operations, Supply Chain, IT, Marketing) to ensure timely resolution of issues.
• Escalate urgent or complex issues to leadership and ensure transparent communication with franchisees.
• Monitor SLA performance and proactively follow up on open issues to prevent service delays.
• Identify patterns of recurring concerns and lift for systemic improvement.
• Support franchisee onboarding by communicating tools, resources, and expectations.
• Participate in internal operations meetings to report on trends, service gaps, and communication strategies.

Skills

Customer service

Interpersonal communication

Cross-cultural communication

Organizational skills

SLA adherence

Multitasking

Verbal/written communication

Bilingual Chin/Burmese

Education

Associate or bachelor’s degree in business, Communications, Hospitality, or related field

Tools

Zendesk

Salesforce Service Cloud

Microsoft Office Suite

Job description

GBC Food Services, LLC seeks a Franchise Relations Specialist to serve as the primary liaison between the company and its franchise partners in a call center setting. The role includes inbound and outbound support, documenting and escalating issues per SLAs, and coordinating with Operations, IT, and Marketing to resolve concerns.

The position supports franchisees who speak Chin and/or Burmese, with language skills highly preferred.