Franchisee Services Specialist

Overview

Ready to build what's next with one of the world's most iconic brands?

At Subway, we are not standing still. We are building. This is a business focused on what matters most: growing franchisee profitability, strengthening our brand and creating long-term value. The people who thrive here are the ones who want to make a real impact. You will not just do the work. You will shape it. We move fast. We think like owners.

We make decisions that matter. We hold ourselves to a high standard because what we do directly impacts thousands of franchisees around the world. If you bring energy, accountability and a bias for action, you will fit right in. We take the work seriously, but we also know the best results come from teams that support each other, celebrate wins and show up ready to build something better every day.

This is your chance to be part of what's next.

The Subway Franchise Service Specialist serves as the key liaison between the company and franchisees, providing essential support across multiple functions including project coordination, franchisee assistance, vendor management and data reporting. This role ensures sufficient operations and high-level customer service to franchisees, field teams and internal departments. Each Franchise Service Specialist is responsible for approximately 2800 restaurants each.

• Franchisee Support: Serve as the first line of support for franchisees, MFPs, DFPs and BD offices, addressing inquiries related to field operations, procedures and policies with prompt and accurate responses. Guide franchisees through various operational processes, such as POP ordering, technology support, accounting reconciliation. Provide necessary documents and general guidance on a wide range of topics, including support of all Subway systems.
• Card and 3PD Support: Provide comprehensive franchisee payment support for gift card and credit card processing including addressing missing payments, bank changes, and chargeback disputes. Assist franchisees with accessing and interpreting reports, and guide them through AMEX and Adyen application process, both onboarding and offboarding new and existing franchisees. Each Franchise Service Specialist is responsible for onboarding / offboarding to close to 300 restaurants each year.
  
  Gift Cards and 3PD Support:
  Handle all payment related inquiries and issues, coordinate and collaborate with 3PD Services Providers, Gift Card Processors to trouble shoot and resolve payment related issues.
• Data Management: Update and maintain internal records, including sales entry weekly, managing BD/SMO staff changes in SUBS, updating basic fixed information, waiver management and maintaining accurate restaurant attributes in the database. Verify all restaurant info ensuring all required data is entered in SUBS. Track NRO readiness and equipment orders, collaborate with Transfers, Development and Leasing for franchisee documentation and requirements. Work with franchisees and field staff on locations with estimated sales, manually enter sales as needed.
• Supporting Company Initiatives: Handle outreach for various departments requiring franchisee action, document feedback from franchisees and field teams on company initiatives. Attend weekly meetings to ensure information sharing across teams and collaborate cross-functionally with departments and vendors to communicate critical information for successful project outcomes. Work closely with larger teams on projects, ensuring effective coordination, information sharing, and successful execution. Estimated Sales:
  Each Franchise Service Specialist is responsible for following up with their assigned restaurants on sales that were not reported (an average of 200 restaurants per week), which ensures proper royalty calculations impacting our overall company income.

• High School Degree required.
• 3-5 years of customer service.
• Attention to Detail:
  Ensuring accuracy in records and data management.
• Problem Solving
  
  Skills:
  
  Ability to identify challenges and develop effective solutions.
• Teamwork and
  
  Collaboration:
  
  Working effectively with diverse teams and stakeholders.
• Adaptability:
  Ability to thrive in a dynamic and fast paced environment and able to adjust to changing priorities and environments.
• Customer Service Oriented:
  Understanding and meeting the needs of franchisees and internal stakeholders.
• Accountable:
  Must be able to demonstrate a strong sense of responsibility and ownership, take ownership of tasks and follow through for completion.
• Strong Organization:
  Efficiently manage tasks, deadlines and competing priorities, prioritizing urgent matters while maintaining long term goals.
• Previous experience with credit card processing/onboarding a plus.

• Insurance Plans (Medical/Dental/Vision/Life)
• 401k
• Competitive Bonus
• Mobility Allowance
• Tuition Reimbursement
• Company Holidays
• Employee Resource Groups
• Volunteering time
• Many More...

Actual pay is determined based on a number of…