Role Description The Franchise Support Specialist plays a critical role in supporting the success of franchise owners from onboarding through grand opening and beyond. This individual works closely with the Operations Manager and Onboarding Specialist to ensure franchisees and their teams are equipped with the tools, training, and guidance needed to launch and grow successfully. This is a highly hands-on role with a strong emphasis on new location openings, field training, and ongoing franchisee support. The ideal candidate thrives in a fast-paced environment, is comfortable traveling, and is passionate about developing people and driving operational excellence. Essential Job Functions: - Franchise Onboarding & Openings: - Partner with the Operations Manager and Onboarding Specialist to support successful franchise launches. - Serve as the primary launch lead during new location openings, ensuring readiness across training, operations, and compliance. - Travel up to 50% to provide on-site support during openings. - Co-facilitate onboarding for new franchisees and ensure readiness prior to grand opening. - Drive structured post-onboarding follow-ups, tracking milestones and addressing gaps through grand opening. - Training & Development: - Assist in creating, refining, and maintaining training materials aligned with brand standards. - Establish and reinforce consistent execution standards across onboarding and openings. - Franchisee Engagement & Programs: - Lead and facilitate Mastermind sessions to drive collaboration and accountability. - Act as a primary point of contact for early-stage franchisees, proactively identifying risks and escalating issues as needed. - Operational Support: - Own project execution in support of the Operations Manager on key initiatives. - Support broader operational needs while delivering high-quality service and responsiveness to franchisees. Qualifications - Bachelor’s degree preferred or equivalent experience. - 2–4 years of experience in operations, training, franchise support, or related fields. - Strong communication and interpersonal skills with the ability to influence and build relationships. - Comfortable leading meetings, training sessions, and group facilitation. - Highly organized with strong attention to detail and ability to manage multiple priorities. - Willingness to travel up to 50%. - Experience in franchising, multi-unit operations, or field support is a plus. Requirements - To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. - The requirements listed above are representative of the knowledge, skill, and/or ability required. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Benefits - Base salary range for this position is $68,000 - $73,000. - Highly competitive benefits package designed to support you and your family, including: - Medical, dental, and vision insurance. - Flexible Spending Accounts (FSAs). - Health Savings Accounts (HSAs). - Supplemental life insurance. - Annual discretionary bonus. - 401(k) retirement plan with matching contributions. - 10 paid holidays. - 8 paid hours for associates to volunteer in their community. - Open time off to support work-life balance. Company Description Home Franchise Concepts is one of the largest franchising systems in the home improvement goods and services space. The Company’s brands: Budget Blinds, The Tailored Closet, PremierGarage, AdvantaClean, Kitchen Tune-Up, Bath Tune-Up, Two Maids, Aussie Pet Mobile, Lightspeed Restoration and Concrete Craft are consistently rated at the top of their categories and supported by more than 2,500 franchise territories. Home Franchise Concepts is a subsidiary of JM Family Enterprises, a family-owned, professionally managed diversified automotive company. A few of the Company’s many accolades and awards include: - Entrepreneur’s Franchise 500 - Entrepreneur’s Franchise 500 Best in Category - Entrepreneur’s Top Low-Cost Franchise - Entrepreneur’s Top New & Emerging Franchises - Entrepreneur’s Top Home-based Franchises - Entrepreneur’s Top 100 Global Franchises

• Support customers via email, phone, and chat • Handle pre-sales product enquiries • Provide order support and tracking • Explain product features and usability • Troubleshoot app, frame, and WiFi • Assist with warranty support and returns • Collaborate with team members and other departments to improve customer experience

• Support customers via email, phone, and chat, delivering a high-quality, human-first experience • Handle a full range of customer queries in a solution-focused, customer-centric way, including pre-sales product inquiries, order support and tracking, explaining product features and usability, app, frame, and WiFi troubleshooting, warranty support and returns • Work with team members and other departments to represent the voice of our customers (VoC) and to continuously improve our processes and products • Collaborate with Product, Engineering, and Operations to improve customer experience and reduce friction points

• Serve as a primary point of contact for customers, ensuring timely updates and exceptional service throughout the order lifecycle • Answer and place phone calls to customers, assist with inquiries, and follow up on sample requests and first orders • Provide accurate and current information on services, pricing, inventory, and new materials • Maintain and update customer account information, forecasts, and opportunities in CRM software (Salesforce) • Collaborate with Quality Assurance to address customer complaints and accurately document incidents • Enter sales orders into Microsoft Dynamics 365 Business Central from email and drop ship portals daily • Create shipping labels, release picks when inventory is available, and update drop ship portals with shipping and invoicing details • Invoice shipped orders daily and send Certificates of Analysis (COAs) as required • Monitor aging orders, proactively communicate issues, and escalate concerns internally • Create and manage production schedules using the MPS module in Business Central, ensuring timely fulfillment of sales orders • Coordinate with purchasing to optimize production and inventory availability • Post production orders, perform data entry, and maintain dashboards tracking daily production metrics (e.g., total lbs produced) • Book trucking, create Bills of Lading (BOL), and prepare all necessary shipping documentation • Work closely with Sales, Purchasing, and Quality Assurance teams to ensure smooth operations and customer satisfaction • Follow all company safety policies and procedures