Manager, Customer & Franchise Care

BETZ POOLS LTD.•Stouffville, ON

51d•CA$75,000 - CA$95,000•Onsite

About The Position

This is an operational leadership position responsible for creating world-class customer and franchisee support systems, driving accountability, and ensuring every concern is tracked, resolved, and analyzed through a structured process. 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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.