Client Support Specialist Franchise Operations

Client Support Specialist — Franchise Operations

Feng Cha is recruiting a proactive and reliable Client Support Specialist to strengthen our franchise operations team. This role is vital to the long-term success of our franchise network, providing consistent support across site evaluation, development timelines, onboarding, compliance monitoring, and day-to-day operational guidance. The ideal candidate will be a detail-oriented coordinator who enjoys juggling multiple priorities and developing strong, trust-based relationships with franchisees, vendors, and internal departments.

Core Duties

• Serve as a primary point of contact for franchisees during the full lifecycle of store development—ensuring milestone completion, resolving bottlenecks, and keeping projects on schedule.
• Maintain and utilize Fran Connect or a similar system to manage onboarding workflows, track leases and franchise agreements, store essential documentation, and support clear franchisee communication.
• Oversee insurance compliance by tracking policy expirations and coordinating renewals to avoid coverage interruptions.
• Coordinate new store pre-opening checklists and readiness reviews for new locations, confirming operational, safety, and brand standards are met before launch.
• Conduct site due diligence, market research, and demographic analysis to support location recommendations and strategic decisions.
• Create and update playbooks, checklists, and training resources to ensure consistent operational execution across the system.
• Manage vendor relationships and facilitate vendor support for build-outs, preventative maintenance, and service escalations.
• Monitor franchisee performance using KPI reports and compliance tools; identify underperformance and propose corrective action plans.
• Respond to operational issues, troubleshoot in real time, and escalate complex matters to leadership when required.
• Champion continuous improvement initiatives that increase franchise efficiency, reduce risk, and enhance systemwide growth.

Preferred Skills & Experience

• Bachelor's degree preferred; relevant franchise or retail operations experience valuable.
• Experience with Fran Connect or comparable franchise management software is strongly preferred.
• Strong interpersonal and communication skills across phone, text, email, and collaboration platforms to maintain reliable franchise support.
• Highly self-motivated, accountable, and capable of working independently with minimal oversight.
• Proven ability to prioritize, manage multiple initiatives, and meet deadlines in a fast-paced environment.
• Analytical thinker with experience turning data into practical, prioritized recommendations.
• Negotiation skills for dealing with leases, vendor contracts, and partner relationships.
• Skilled in Microsoft Outlook, Excel, and Power Point.

Compensation & Benefits

• Full-time position based in Richardson, Texas.
• 401(k) eligibility after three months, health insurance, and Paid Time Off (PTO).

We invite candidates who are driven to support franchise development, who prioritize operational excellence, and who want to grow with a rapidly expanding company. Apply to join Feng Cha and help build a robust, high-performing franchise system.

Salary/Compensation: $45,000 - $60,000 per year

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