Overview

We are seeking a proactive, organized, and people-focused Customer Care & Franchise Satisfaction Coordinator to support a growing global football coaching franchise. This role is responsible for strengthening relationships between franchise partners, customers, and Head Office by gathering valuable feedback, identifying trends, and helping improve overall customer and franchisee satisfaction.

The ideal candidate is an excellent communicator who enjoys speaking with people, solving problems, and creating structured reporting that supports business growth and operational excellence.

Schedule:

• Monday to Friday 3PM-7PM UK Time (4 hrs per day, 20 hrs per week)

Responsibilities

Franchisee Engagement

• Conduct regular check-in calls with franchisees across multiple regions
• Gather feedback regarding operations, support, communication, training, and systems
• Identify recurring concerns, challenges, and opportunities for improvement
• Maintain accurate records of all franchisee interactions and action items
• Escalate urgent or recurring concerns to the appropriate internal stakeholders

Customer & Parent Engagement

• Conduct outbound calls and follow-ups with customers and parents
• Collect feedback regarding classes, bookings, programs, cancellations, and overall experience
• Investigate complaints or negative experiences to determine root causes
• Ensure customer concerns are documented and routed appropriately
• Support initiatives focused on improving customer satisfaction and retention

Reporting & Administration

• Maintain organized logs of all calls, feedback, and follow-up actions
• Prepare weekly and monthly reports summarizing customer and franchisee feedback
• Identify trends, recurring themes, and operational insights
• Assist with scheduling meetings, follow-ups, and communication tracking
• Ensure all reporting is accurate, timely, and actionable

Requirements

• Excellent verbal and written English communication skills
• Confident and professional phone presence
• Strong listening, problem-solving, and interpersonal skills
• Highly organized with strong attention to detail
• Ability to work independently and manage priorities effectively
• Experience in customer service, client relations, account management, or support roles
• Comfortable using CRM systems, spreadsheets, and communication tools
• Experience with Airtable, Google Workspace, or similar platforms is an advantage
• Background in sports, education, franchising, or customer experience is a plus

What We’re Looking For

• A people-oriented professional who genuinely enjoys helping others
• Someone proactive who can identify issues before they escalate
• A dependable team member who thrives in a remote work environment
• Strong critical thinker with the ability to recognize patterns and trends
• Excellent communicator capable of building positive relationships with both customers and business partners
• Someone interested in growing long-term with an expanding global organization

Tools & System to Use

• Airtable – for logging all calls, feedback, themes, and action tracking
• Google Docs / Google Slides – for producing and distributing monthly reports
• Email – for weekly feedback summaries and team communication
• Video calling platform (e.g. Zoom/Google Meet) – for franchisee and customer calls

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.