About The Position
This is a front-line ownership role for customer interactions across multiple franchise locations, requiring fast responses, organization, and clear communication. The role is responsible for the full customer communication lifecycle, from first contact to resolution, handling inbound and outbound interactions, managing appointments, and maintaining CRM systems. This position allows location managers to focus on operations and growth by taking ownership of communication and administrative workflows, ensuring a fast, organized, and consistent customer experience.
Requirements
- Fluent in Armenian (B2/C1/C2).
- 3+ years of experience in customer-facing or administrative support roles.
- Proven ability to handle 60+ customer interactions per day for at least 6 consecutive months.
- 2+ years of experience with CRM/help desk platforms (Zendesk, HubSpot, Salesforce, ServiceTitan, or similar).
- Availability to work U.S. business hours overlap (minimum 6 hours/day, 5 days/week).
- Strong performance track record: QA 90%+, CSAT 4.5/5+, or ability to pass a top-tier writing and audio assessment.
- Professional home office setup and reliable internet.
Nice To Haves
- Ability to thrive in fast-paced environments.
- Takes pride in clean communication and zero dropped balls.
Responsibilities
- Own all customer communication channels, including inbound and outbound phone, email, SMS, and chat.
- Manage appointment scheduling, confirmations, reschedules, reminders, and light service recovery across all locations.
- Maintain CRM/help desk systems with clean and current notes, tags, statuses, dispositions, and follow-up tasks.
- Handle routine franchise support tasks to allow location managers and owners to focus on operations and sales.
- Manage escalation scenarios, including billing issues, complaints, franchisee matters, and urgent situations, following a clear SOP and escalation matrix.
Benefits
- Faster Hiring Process
- Better Role Matching
- Real Upside: Strong performers unlock raises, long-term stability, and future opportunities
- Work With U.S. Operators: Direct exposure to franchise owners and operators focused on growth and execution
- Real Ownership: Your work directly impacts operations. Less bureaucracy, more responsibility from day one
- Multi-Location Exposure: Work across multiple franchise locations and learn how scalable operations actually run
- Professional home office setup and reliable internet.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
