Manager, Customer & Franchisee Care
Location: Stouffville, Ontario
Salary: $75,000 - $95,000 per year
Benefits: RRSP & DPSP Matching Program, Wellness Account, Leadership Development Opportunities
About Betz Pools
Founded in 1945, Betz Pools is one of Canada’s most respected names in luxury swimming pools, backyard living, retail pool products, and white-glove weekly maintenance services. As we continue to expand across Ontario and prepare for national growth through franchising, we are seeking an exceptional leader to build and lead our Customer & Franchisee Care department.
This is not a traditional customer service role.
This is an operational leadership position responsible for creating world-class customer and franchisee support systems, driving accountability, and ensuring every concern is tracked, resolved, and analyzed through a structured process.
Position Summary
Reporting to the Director of Service, the Manager of Customer & Franchisee Care will build and lead a high-performing support team responsible for delivering exceptional experiences to both customers and franchisees.
The successful candidate will own the implementation and daily management of the NetSuite Ticketing & Escalation System, develop a seven-day-a-week support model during peak season, and ensure all customer and franchisee concerns are tracked through to resolution.
This role will also play a key leadership role within our EOS (Entrepreneurial Operating System) framework by maintaining scorecards, WIG reporting, and accountability processes across the Customer & Franchisee Care department.
What Success Looks Like
Within your first 12 months, you will:
- Successfully launch and optimize the NetSuite Case Management and Ticketing System.
- Build and lead a Customer & Franchisee Care team capable of supporting customers seven days per week during peak season.
- Establish clear escalation procedures for all service, retail, construction, renovation, and franchise-related concerns.
- Achieve industry-leading response and resolution times.
- Create customer and franchisee reporting dashboards and service scorecards.
- Lead EOS Level 10 Meeting preparation and departmental accountability reporting.
- Deliver weekly WIG (Wildly Important Goal) reporting to the Director of Service.
- Create a proactive communication process that reduces customer complaints and improves franchisee engagement.
- Build a scalable support model capable of supporting future franchise expansion across Ontario and Canada.
Key Responsibilities
Customer & Franchisee Support Leadership
- Lead all customer and franchisee care operations.
- Build, coach, mentor, and develop support team members.
- Manage staffing schedules to ensure peak-season seven-day coverage.
- Create service standards and communication expectations.
- Monitor customer satisfaction metrics and service performance.
NetSuite Ticket Management
- Own the company’s NetSuite Case Management and Ticket Escalation process.
- Ensure all customer and franchisee concerns are documented, tracked, and resolved.
- Develop reporting dashboards and service analytics.
- Identify recurring issues and work with department leaders on corrective actions.
- Ensure accountability across all departments responding to tickets.
EOS Accountability
- Run departmental EOS scorecards.
- Maintain accountability charts and reporting structures.
- Coordinate Level 10 Meeting reporting requirements.
- Track departmental Rocks and priorities.
- Ensure issues are identified, documented, and resolved through EOS processes.
WIG Reporting & Analytics
- Produce weekly WIG reporting for the Director of Service.
- Track departmental KPIs and performance indicators.
- Analyze trends, escalations, and customer feedback.
- Provide recommendations for operational improvements.
Franchisee Support
- Serve as a key support resource for future franchise partners.
- Assist franchisees with operational concerns and issue resolution.
- Maintain communication standards across the franchise network.
- Help develop franchise support processes and training materials.
Qualifications
Required
- 3+ years of leadership experience in customer service, customer success, franchise support, operations, or service management.
- Strong organizational and project management skills.
- Experience managing escalations and service recovery.
- Exceptional written and verbal communication skills.
- Experience using CRM, ERP, or ticketing systems.
- Strong analytical and reporting abilities.
Preferred
- Experience with NetSuite.
- Experience within a franchise organization.
- Experience working within EOS (Entrepreneurial Operating System).
- Experience creating KPI scorecards and operational dashboards.
- Multi-location service business experience.
The Ideal Candidate
You are a builder.
You enjoy creating systems, processes, and accountability where they don’t currently exist. You thrive in fast-paced environments, care deeply about customer experience, and understand that world-class service is built through disciplined execution and follow-through.
You are equally comfortable handling a difficult customer escalation, building a performance dashboard, leading a team meeting, or helping launch new support processes that will support a growing franchise network.
