Manager, Customer & Franchisee Care

Location: Stouffville, Ontario
Salary: $75,000 - $95,000 per year
Benefits: RRSP & DPSP Matching Program, Wellness Account, Leadership Development Opportunities

Position Summary

Reporting to the Director of Service, the Manager of Customer & Franchisee Care will build and lead a high-performing support team responsible for delivering exceptional experiences to both customers and franchisees.

The successful candidate will own the implementation and daily management of the NetSuite Ticketing & Escalation System, develop a seven-day-a-week support model during peak season, and ensure all customer and franchisee concerns are tracked through to resolution.

This role will also play a key leadership role within our EOS (Entrepreneurial Operating System) framework by maintaining scorecards, WIG reporting, and accountability processes across the Customer & Franchisee Care department.

What Success Looks Like

Within your first 12 months, you will:

• Successfully launch and optimize the NetSuite Case Management and Ticketing System.
• Build and lead a Customer & Franchisee Care team capable of supporting customers seven days per week during peak season.
• Establish clear escalation procedures for all service, retail, construction, renovation, and franchise-related concerns.
• Achieve industry-leading response and resolution times.
• Create customer and franchisee reporting dashboards and service scorecards.
• Lead EOS Level 10 Meeting preparation and departmental accountability reporting.
• Deliver weekly WIG (Wildly Important Goal) reporting to the Director of Service.
• Create a proactive communication process that reduces customer complaints and improves franchisee engagement.
• Build a scalable support model capable of supporting future franchise expansion across Ontario and Canada.

Key Responsibilities

Customer & Franchisee Support Leadership

• Lead all customer and franchisee care operations.
• Build, coach, mentor, and develop support team members.
• Manage staffing schedules to ensure peak-season seven-day coverage.
• Create service standards and communication expectations.
• Monitor customer satisfaction metrics and service performance.

NetSuite Ticket Management

• Own the company's NetSuite Case Management and Ticket Escalation process.
• Ensure all customer and franchisee concerns are documented, tracked, and resolved.
• Develop reporting dashboards and service analytics.
• Identify recurring issues and work with department leaders on corrective actions.
• Ensure accountability across all departments responding to tickets.

EOS Accountability

• Run departmental EOS scorecards.
• Maintain accountability charts and reporting structures.
• Coordinate Level 10 Meeting reporting requirements.
• Track departmental Rocks and priorities.
• Ensure issues are identified, documented, and resolved through EOS processes.

WIG Reporting & Analytics

• Produce weekly WIG reporting for the Director of Service.
• Track departmental KPIs and performance indicators.
• Analyze trends, escalations, and customer feedback.
• Provide recommendations for operational improvements.

Franchisee Support

• Serve as a key support resource for future franchise partners.
• Assist franchisees with operational concerns and issue resolution.
• Maintain communication standards across the franchise network.
• Help develop franchise support processes and training materials.

Qualifications

Required

• 3+ years of leadership experience in customer service, customer success, franchise support, operations, or service management.
• Strong organizational and project management skills.
• Experience managing escalations and service recovery.
• Exceptional written and verbal communication skills.
• Experience using CRM, ERP, or ticketing systems.
• Strong analytical and reporting abilities.

Preferred

• Experience with NetSuite.
• Experience within a franchise organization.
• Experience working within EOS (Entrepreneurial Operating System).
• Experience creating KPI scorecards and operational dashboards.
• Multi-location service business experience.

The Ideal Candidate

You are a builder.

You enjoy creating systems, processes, and accountability where they don't currently exist. You thrive in fast-paced environments, care deeply about customer experience, and understand that world-class service is built through disciplined execution and follow-through.

You are equally comfortable handling a difficult customer escalation, building a performance dashboard, leading a team meeting, or helping launch new support processes that will support a growing franchise network.