Franchisee Services Specialist

Pho Prime, LLC; Shelton (CT); On-site; USD 60,000 - 78,000; Full time

Benefits offered by this job

Insurance Plans

401k

Competitive Bonus

Tuition Reimbursement

Company Holidays

Employee Resource Groups

Volunteering time

Job summary

Subway is seeking a Franchise Service Specialist in the Shelton, CT area to act as the primary liaison between the company and franchisees. This role supports operations, vendor management, and data reporting for about 2,800 restaurants, delivering high-level service and timely guidance.

You will coordinate franchisee inquiries, assist with payments and onboarding, and maintain accurate restaurant data while collaborating with field teams and internal departments on strategic initiatives.

Qualifications

• High School Degree required.
• 3-5 years of customer service.
• Attention to detail in records and data management.
• Problem solving skills to identify challenges and solutions.
• Teamwork and collaboration with diverse teams.
• Adaptability in a fast-paced environment.
• Customer service oriented for franchisees and internal stakeholders.
• Accountability with ownership of tasks and outcomes.
• Strong organizational skills to manage priorities.

Responsibilities

• Serve as the first line of support for franchisees, MFPs, DFPs and BD offices, guiding operations and policies.
• Provide franchisee payment support and guide onboarding for gift card and card processing systems.
• Update and maintain internal records in SUBS and manage BD/SMO staffing changes.
• Collaborate with Transfers, Development and Leasing for franchisee documentation.
• Coordinate cross-functional projects and communicate information for successful outcomes.
• Follow up on sales not reported to ensure proper royalty calculations.

Skills

Customer service

Attention to detail

Problem solving

Teamwork

Adaptability

Organization

Accountable

Education

High School Degree

Tools

Credit card processing

Onboarding

Job description

Ready to build what's next with one of the world's most iconic brands?

Why Join Subway?

At Subway, we are not standing still. We are building. This is a business focused on what matters most: growing franchisee profitability, strengthening our brand and creating long-term value. The people who thrive here are the ones who want to make a real impact. You will not just do the work. You will shape it.

We move fast. We think like owners. We make decisions that matter. We hold ourselves to a high standard because what we do directly impacts thousands of franchisees around the world. If you bring energy, accountability and a bias for action, you will fit right in. We take the work seriously, but we also know the best results come from teams that support each other, celebrate wins and show up ready to build something better every day. This is your chance to be part of what's next.

About the Role:

The Subway Franchise Service Specialist serves as the key liaison between the company and franchisees, providing essential support across multiple functions including project coordination, franchisee assistance, vendor management and data reporting. This role ensures sufficient operations and high-level customer service to franchisee, field teams and internal departments. Each Franchise Service Specialist is responsible for approximately 2800 restaurants each.

Responsibilities include but are not limited to:

• Franchisee Support: Serve as the first line of support for franchisees, MFPs, DFPs and BD offices, addressing inquiries related to field operations, procedures and policies with prompt and accurate responses. Guide franchisees through various operational processes, such as POP ordering, technology support, accounting reconciliation. Provide necessary documents and general guidance on a wide range of topics, including support of all Subway systems.
• Card and 3PD Support: Provide comprehensive franchisee payment support for gift card and credit card processing including addressing missing payments, bank changes, and chargeback disputes. Assist franchisees with accessing and interpreting reports, and guide them through AMEX and Adyen application process, both onboarding and offboarding new and existing franchisees. Each Franchise Service Specialist is responsible for onboarding / offboarding to close to 300 restaurants each year. Gift Cards and 3PD Support: Handle all payment related inquiries and issues, coordinate and collaborate with 3PD Services Providers, Gift Card Processors to trouble shoot and resolve payment related issues.
• Data Management: Update and maintain internal records, including sales entry weekly, managing BD/SMO staff changes in SUBS, updating basic fixed information, waiver management and maintaining accurate restaurant attributes in the database. Verify all restaurant info ensuring all required data is entered in SUBS. Track NRO readiness and equipment orders, collaborate with Transfers, Development and Leasing for franchisee documentation and requirements. Work with franchisees and field staff on locations with estimated sales, manually enter sales as needed.
• Supporting Company Initiatives: Handle outreach for various departments requiring franchisee action, document feedback from franchisees and field teams on company initiatives. Attend weekly meetings to ensure information sharing across teams and collaborate cross-functionally with departments and vendors to communicate critical information for successful project outcomes. Work closely with larger teams on projects, ensuring effective coordination, information sharing, and successful execution. Estimated Sales: Each Franchise Service Specialist is responsible for following up with their assigned restaurants on sales that were not reported (an average of 200 restaurants per week), which ensures proper royalty calculations impacting our overall company income.

Qualifications:

• High School Degree required.
• 3-5 years of customer service.
• Attention to Detail: Ensuring accuracy in records and data management.
• Problem Solving Skills: Ability to identify challenges and develop effective solutions.
• Teamwork and Collaboration: Working effectively with diverse teams and stakeholders.
• Adaptability: Ability to thrive in a dynamic and fast paced environment and able to adjust to changing priorities and environments.
• Customer Service Oriented: Understanding and meeting the needs of franchisees and internal stakeholders.
• Accountable: Must be able to demonstrate a strong sense of responsibility and ownership, take ownership of tasks and follow through for completion.
• Strong Organization: Efficiently manage tasks, deadlines and competing priorities, prioritizing urgent matters while maintaining long term goals.
• Previous experience with credit card processing/onboarding a plus.

What do we Offer?

• Insurance Plans (Medical/Dental/Vision/Life)
• 401k
• Competitive Bonus
• Tuition Reimbursement
• Company Holidays
• Employee Resource Groups
• Volunteering time
• Many More…

Actual pay is determined based on a number of job-related factors including skills, education, training, credentials, qualifications, scope and complexity of role responsibilities, geographic location, performance, and working conditions.

The Company is only considering applicants who are currently authorized to work in the country the position is based. AA/EOE/D/V