Sr Specialist, Franchise Tech Systems

WellBiz Brands, Inc.•Denver, CO

19h

About The Position

The Sr Specialist, Franchise Tech Systems plays a critical role in supporting franchisees and internal teams by ensuring the seamless operation of appointment-based point-of-sale (POS) systems across a multi-brand environment. This role is responsible not only for delivering high-quality technical support, but also for owning designated systems or brands as a subject matter expert, managing escalations, and proactively identifying opportunities to improve processes and system performance. This position requires strong experience with appointment-based POS platforms (Mindbody and/or Booker), sound judgment in ambiguous situations, and the ability to operate independently while balancing multiple priorities. This role operates within a highly interconnected, multi-brand systems environment, requiring careful consideration of downstream impacts when implementing changes.

Requirements

3–5 years of experience with appointment-based POS systems.
Demonstrated experience acting as a system owner or subject matter expert
Experience handling escalated issues or high-sensitivity franchisee interactions
Strong software troubleshooting skills with the ability to diagnose and resolve system-related issues.
Ability to learn new software applications quickly and adapt to evolving technology.
Excellent customer service and communication skills, with a positive and solution-oriented attitude.
Strong attention to detail and project management skills.
Strong ability to prioritize and manage multiple workstreams in a fast-paced environment
Demonstrated ability to exercise sound judgment in ambiguous or undefined situations
Ability to translate business needs into practical system solutions
Proficiency in Microsoft Office Suite and G Suite.
Ability to work independently and collaboratively in a fast-paced environment.

Nice To Haves

Bachelor’s degree or technical school certification
Experience in franchising, spa/wellness, fitness, or beauty industries
Mindbody or Booker experience

Responsibilities

Provide timely and professional technical support to franchisees via a ticketing system and direct collaboration with operations coaches.
Troubleshoot and resolve software issues, escalating to vendors when necessary.
Own and maintain deep expertise in one or more core platforms (e.g., Mindbody, Booker), serving as a subject matter expert (SME) for the team
Act as a primary point of contact for escalated or complex issues, driving resolution across internal teams and external vendors
Exercise independent judgment in troubleshooting and resolving issues where standard documentation may not exist
Identify recurring issues and trends, and proactively recommend system or process improvements
Assist with testing and implementation of new system functionalities
Maintain a deep understanding of system needs across various franchise brands
Manage administrative tasks related to franchisee system onboarding, transfers, and closures.
Prepare, submit, and audit data reports to ensure accurate vendor updates.
Coordinate POS system updates, product activations, and campaign opt-ins for franchisees.
Assist with the rollout of software updates, including documentation and communication to end users
Support prioritization and coordination of work across multiple active initiatives, balancing ticket support, project work, and time-sensitive deliverables
Partner with leadership to ensure data accuracy, audit readiness, and successful execution of large-scale system updates or campaigns.
Support the development of training guides and documentation for franchisees and internal teams.
Partner with internal departments to align technology solutions with business needs.
Provide insights and recommendations for system improvements and best practices.
Provide informal mentorship and guidance to team members, helping to reinforce best practices and consistency in support
Assist in onboarding and training of new team members
Help triage or prioritize incoming work to support team efficiency and SLA adherence
Contribute to special projects as assigned
This role operates within a highly interconnected, multi-brand systems environment, requiring careful consideration of downstream impacts when implementing changes
Other duties and projects as assigned by supervisor and department heads.