Description Customer Service & Administrative Assistant – Franchise Operations Support Location: Remote (Work from Home) Schedule: Monday – Friday | 9:00 AM – 6:00 PM (PST,CST,EST) Compensation: $1,250 USD/month for the first 90 days / $1,500 USD/month after that. Mandatory Requirement: Fluent in Armenian (B2/C1/C2)

About the Role

This is not a passive, ticket-taking customer service role. This is front-line ownership of every customer interaction across multiple franchise locations. Volume is high, expectations are clear, and execution matters every single day. If you’re the type who keeps things organized, responds fast, and takes pride in clean communication and zero dropped balls, keep reading. If you need constant direction or struggle in fast-paced environments, this won’t be the right fit. This role is the front line of franchise operations, owning the full customer communication lifecycle from first contact to resolution. You’ll handle inbound and outbound interactions, manage appointments, and keep CRM systems clean so no lead, customer, or task falls through the cracks. By taking full ownership of communication and admin workflows, you allow location managers to stay focused on operations and growth, while ensuring every customer experience is fast, organized, and consistent. What You’ll Actually Do

• Own All Customer Communication Channels

Inbound and outbound coverage across phone, email, SMS, and chat. No channel gets left hanging.

• Appointment Management End-to-End

Scheduling, confirmations, reschedules, reminders, and light service recovery handled cleanly across all locations. Ship it.

• CRM / Help Desk Ownership

Notes, tags, statuses, dispositions, and follow-up tasks kept clean and current at all times. No excuses.

• Franchise Admin Support

Handles routine franchise support tasks so location managers and owners stay focused on operations and sales

• Escalation Management

Billing issues, complaints, franchisee matters, and urgent scenarios handled with a clear SOP and escalation matrix set at onboarding. Get it done. Expectations

• Maintain fast response times across all channels (phone, email, SMS, chat) with minimal backlog
• Handle high daily volume (60+ interactions) without sacrificing quality or tone
• Keep CRM/help desk systems 100% clean and updated (notes, tags, follow-ups, statuses)
• Ensure zero dropped conversations, leads, or appointments across locations
• Manage scheduling and follow-ups with accuracy and consistency
• Communicate clearly, professionally, and proactively with customers and internal team

Tagged as: Bilingual, mid-level