Support Center Ops Lead — Franchisee Success

Surface Experts

Spokane (WA)

On-site

USD 70,000 - 95,000

Full time

3 days ago

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Benefits offered by this job

Free food & snacks

Wellness resources

401(k) matching

Bonus based on performance

Flexible schedule

Job summary

Surface Experts seeks a hands-on Support Center Operations Manager to lead daily operations of our Spokane-based center. You will oversee staffing, onboarding, performance management, and franchisee support, ensuring consistent delivery of high-quality service and achievement of KPIs.

This role partners with the Support Center Director to drive process improvements, develop new SOPs, and maintain strong partner relationships, while promoting a welcoming, low-stress office culture and career

Qualifications

3+ years of management or supervisory experience
Experience working in a fast-paced environment
Call Center Experience is a plus
High School Diploma or GED equivalent

Responsibilities

Lead hiring and onboarding for all Support Center team members, including Inbound, Accounts Receivable (AR), and Quality Control (QC).
Conduct monthly check-ins and biannual performance reviews for Direct Reports (DRs).
Educate franchisees on Support Center SOPs and processes, manage expectations and requests.
Monitor Support Center performance and identify opportunities to improve efficiency, quality, and franchisee experience.
Collaborate with SCD to evolve and improve Support Center operations, develop new services and SOPs.