About Reshift Media
Reshift Media is one of the world's leading digital marketing agencies specializing in franchise and multi-location organizations. Our proprietary marketing platform, Franify, helps franchise systems around the world create, manage, and optimize their local marketing from a single platform.
As Franify continues to grow, we're looking for a highly organized, customer-focused Marketing Success Coordinator to join our team.
This role is ideal for someone who enjoys helping customers, solving problems, coordinating projects, and working at the intersection of technology and digital marketing.
About the Role
As a Marketing Success Coordinator, you'll work closely with our Director, Marketing Success to ensure our customers receive exceptional service throughout their Franify journey, from onboarding new franchise organizations to supporting existing customers with questions, account management, and platform support.
You'll become an expert in the Franify platform while coordinating with our Product and Development teams to ensure customer issues are resolved quickly and effectively.
No two days are the same. One morning you may be onboarding a new client. That afternoon you could be helping troubleshoot a customer issue, updating documentation, or preparing training materials for a new product release.
What You'll Do
Customer Support
- Respond to customer inquiries through email, help desk, and chat.
- Provide friendly, timely, and professional customer support.
- Resolve routine customer questions independently.
- Escalate technical issues to the appropriate internal teams when required.
- Keep customers informed throughout the resolution process.
Customer Onboarding
- Assist with onboarding new franchise organizations onto the Franify platform.
- Coordinate the collection of onboarding information.
- Maintain onboarding checklists and project timelines.
- Schedule onboarding meetings and follow up on outstanding items.
Customer Administration
- Create and manage customer accounts.
- Configure user permissions.
- Set up locations within the platform.
- Perform basic platform configuration and account maintenance.
Ticket & Issue Management
- Gather information required to investigate customer issues, including screenshots, browser information, error messages, and reproduction steps.
- Document customer issues thoroughly before escalating them.
- Track outstanding issues and follow up with internal teams to ensure timely resolution.
- Communicate updates back to customers.
Documentation & Knowledge Management
- Maintain customer-facing help articles and FAQs.
- Update onboarding guides and internal procedures.
- Document recurring customer issues and recommended solutions.
- Assist with maintaining internal knowledge bases.
Product Release Support
- Help communicate new product features and improvements to customers.
- Update customer training materials following software releases.
- Support the rollout of new platform functionality.
What We're Looking For
We're looking for someone who is naturally organized, enjoys helping people, and is comfortable learning new technology.
You'll be successful in this role if you:
- Love solving problems.
- Enjoy working directly with customers.
- Can juggle multiple priorities while maintaining exceptional attention to detail.
- Are comfortable learning software platforms.
- Have excellent written and verbal communication skills.
- Enjoy improving processes and documentation.
- Take ownership of your work and follow through on commitments.
Qualifications
Preferred qualifications include:
- Experience in customer service, customer success, account coordination, project coordination, onboarding, or technical support.
- Strong organizational and time management skills.
- Excellent written and verbal communication skills.
- High attention to detail.
- Comfortable working with software and web-based platforms.
- Experience with digital marketing, social media advertising, or SaaS platforms is considered an asset.
- Experience working with franchise or multi-location businesses is considered an asset.
Why Join Reshift Media?
At Reshift Media, we believe technology should make marketing easier. As a Marketing Success Coordinator, you'll help franchise organizations around the world get the most from Franify while working alongside talented marketers, designers, developers, and product specialists who are passionate about delivering exceptional customer experiences and building outstanding software.
Pay: $40,000.00-$60,000.00 per year
Work Location: Remote
