Support Center Ops Lead - Flexible Schedule & Bonus

Surface Experts Franchising; Spokane (WA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Free food & snacks

Wellness resources

401(k) matching

Bonus based on performance

Flexible schedule

Paid holidays

Health Reimbursement Account

Paid parking

Paid lunch breaks

Advancement opportunities

Open-minded, low stress environment

Job summary

Surface Experts Franchising is seeking a detail-oriented Support Center Operations Manager for our Spokane-based office. You will oversee day-to-day operations, staffing, onboarding, performance management, and franchisee support, driving continuous process improvement.

Partner with the Support Center Director to ensure high-quality service, achieve KPIs, and enhance franchisee satisfaction and engagement in a collaborative, growth-focused environment.

Qualifications

• High school diploma or GED required.
• 3+ years of management or supervisory experience.
• Experience in a fast-paced environment.
• Call Center experience is a plus.

Responsibilities

• Lead the hiring and onboarding process for Support Center team members, including inbound, AR, and QC.
• Conduct monthly check-ins and biannual performance reviews for direct reports.
• Educate franchisees on Support Center SOPs and processes; manage franchisee expectations and requests.
• Monitor support center performance and identify opportunities to improve efficiency, quality, consistency, and franchisee experience.
• Collaborate with the Support Center Director to evolve and improve operations, develop new services and SOPs, and drive franchisee engagement.

Skills

Management experience

Call center experience

Fast-paced environment

Education

High School Diploma or GED

Job description

Surface Experts Franchising is seeking a detail-oriented Support Center Operations Manager for our Spokane-based office. You will oversee day-to-day operations, staffing, onboarding, performance management, and franchisee support, driving continuous process improvement.

Partner with the Support Center Director to ensure high-quality service, achieve KPIs, and enhance franchisee satisfaction and engagement in a collaborative, growth-focused environment.