Manager of General Franchise Support
Lindon, UT
Crumbl – Crumbl Support /
Full Time /
On-site
The Manager of General Franchise Support leads a team of specialists who provide critical systems, knowledge, and ticketing support to Crumbl franchise owners, operators and crew. This role blends strategic problem-solving, process optimization, and people development to ensure that operational tools, documentation, and support experiences meet the evolving needs of our growing franchise network. Success in this role requires balancing project ownership with team leadership, driving outcomes while fostering a strong team culture rooted in values-based leadership and continuous improvement.
Responsibilities
- Manage a team of General Support Specialists, setting clear goals, priorities, and individualized development plans.
- Foster a team culture grounded in empathy, clarity, consistency, and a commitment to continuous improvement.
- Lead regular coaching sessions to review support interactions, reinforce best practices, and strengthen communication skills.
- Conduct effective recurring 1:1s to provide feedback, build trust, and support each team member’s professional growth.
- Deliver monthly training sessions focused on knowledge capture, support systems, operational tools, and process thinking.
- Use performance metrics to guide coaching, refine workflows, and ensure consistently exceptional experiences for Franchise Partners.
- Promote thoughtful, focused problem-solving by encouraging thoroughness and clarity in every interaction.
- Champion a culture of ongoing improvement through innovation, feedback-driven iteration, and experimentation that supports operational excellence.
- Lead and execute operational support initiatives that align with department strategy and organizational priorities.
- Own and evolve the Franchise Support Knowledge Base, ensuring content is accurate, well-structured, and aligned with knowledge-centered support principles.
- Regularly audit and update SOPs and Knowledge Center content to reflect evolving tools, workflows, and field needs.
- Maintain and optimize systems to reduce agent friction, streamline support, and improve Franchise Partner experience.
- Identify and implement opportunities to simplify the support journey, eliminate redundancy, and drive operational clarity.
- Create and deliver a monthly report analyzing trends from Franchise Feedback tickets, highlighting common pain points, emerging themes, and recommended actions for improvement across the organization.
Qualifications
- A bachelor’s degree with at least 1 years of relevant experience, or any combination of education and experience totaling 5 years or more in a help desk support function, or knowledge management roles, including a minimum of 2 years in people management.
- Strong grasp of customer service excellence, systems thinking, and project execution.
- Familiarity with Zendesk or other ticketing systems (e.g., Freshdesk, Salesforce, ServiceNow) and help desk metrics is required, and KCS methodology knowledge is preferred.
- Proven experience designing or refining operational workflows and support documentation.
- Exceptional communication skills and emotional intelligence.
- Highly organized, self-driven, and comfortable working in fast-paced environments.
- Proven ability to run reports in Help Desk ticketing systems, interpret data and apply insights to improve service delivery is required.
- Passion for mentoring others and creating systems that work for real people.
Work shift
- This is a full-time, 40-hour-per-week office-based role with flexibility for one day of hybrid or remote work, as approved. Shifts generally run Monday–Saturday between 7:00 AM and 6:00 PM. Candidates should be comfortable working an occasional Saturday and being available after hours when needed, especially during high-impact events or operational emergencies.
Benefits & Perks
- Medical, dental, and vision benefits
- 15 days PTO/year
- 10 paid holidays
- Paid parental leave
- Personal phone bill reimbursement
- Gym reimbursement
- Corporate DoorDash® DashPass membership
- Regular company and team activities
- 401k with competitive matching contribution plan
- Excellent opportunities for career growth
- Work in a hyper-growth company
Crumbl was founded in 2017 by Jason McGowan & Sawyer Hemsley in Logan, Utah. It is now the fastest-growing cookie company in the nation with over 1000 locations in the USA and Canada. Crumbl is powered by cutting-edge technology, iconic branding, delicious desserts, and passionate people.
Crumbl HQ and franchisees provide employment for over 26,000 people across the United States, and all of our franchises are owned and operated by independent members of the local community.
Crumbl’s 200+ unique cookie flavors rotate weekly and are served in our famous pink box!
Crumbl is an equal opportunity employer. Crumbl provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
Recruitment Agencies: Crumbl HQ doesn't typically partner with 3rd party recruitment resources. If we require assistance on this search we will contact selected partners directly; we do not accept unsolicited candidate submissions.
