Franchise Learning and Support Specialist

Franchise Learning and Support Specialist

Department: Operational Support and Development

Salary Range: $62,000 to $75,000

Full Time / In-Person

Summary: We are seeking a versatile and passionate to join our Operational Support and Development team. This is a crucial, customer-centric role focused on empowering franchisees toward success through both direct technical support and clear training. The ideal candidate will be a hands-on problem-solver who enjoys building relationships and has the technical aptitude to support our core platforms, especially our digital monitor network. This person will also be a creative communicator, designing and delivering engaging resources that simplify complex information for our franchisees and their employees.

Key Responsibilities

Franchisee Support & Technical Assistance (Primary Focus):

• Serve as a friendly and empathetic point of contact for franchisees, providing direct support for our learning platforms, online resource center, and core operational software.
• Be the go-to expert for our digital monitor network and the OptiSigns platform. Help franchisees diagnose and resolve issues related to monitor connectivity, content updates, and software functionality in a timely and professional manner.
• Build trust by patiently guiding franchisees through common software and user-interface issues.
• Proactively maintain and update our online resource libraries to ensure all support information is organized and easily discoverable for our franchisees.

Training & Content Creation & Implementation:

• Assist in the preparation of all in-person training initiatives which includes the prepping of Kona Ice, Travelin' Tom's and Beverly Ann's trucks and equipment.
• Design and develop clear, actionable training materials for franchisees and their employees, including new hire onboarding and operational procedures (SOPs).
• Create high-quality visual assets for training, such as checklists, infographics, and quick-start guides, ensuring they are consistent with our brand guidelines.
• Assist in the production and editing of video tutorials and other multimedia content for our LMS and resource center.

Qualifications

• Strong technical aptitude and a proven ability to troubleshoot common software and hardware issues. Experience with digital signage or similar platforms is a significant plus.
• Excellent communication skills, with a talent for simplifying complex information and patiently guiding a non-technical audience.
• Proven experience in instructional design or creating learning resources.
• Proficiency with graphic design tools (e.g., Adobe Creative Suite, Canva) and video editing software.
• A customer-oriented mindset with a strong sense of empathy for the franchisee experience.
• Strong presentation and in-person training skills

What We Value:

• A "hands-on" approach with a passion for creative problem-solving.
• Video editing and production skills.
• A strong sense of empathy for the franchisee experience.

REQUIREMENTS

• Bachelor’s degree in Communications, Business, Instructional Design, or a related field.
• 3 years of professional experience in a customer-facing support role within a technical or educational field.

Kona Ice is a dynamic and innovative multi-brand company that has grown to become the largest mobile food and beverage brand in the country. Our core mission is to spread joy and create positive community impact through fun, family-friendly experiences. Our brand portfolio includes:

• Kona Ice: Our flagship shaved ice franchise, instantly recognizable for its iconic tropical truck and patented Flavorwave. Kona Ice is a leader in youth sports, school fundraisers, and events, and is renowned for our commitment to giving back over $200 million to local communities.
• Travelin' Tom's Coffee Truck: Our fast-growing mobile coffee franchise. Tom's extends our mission into the coffee and beverage space with a unique mobile twist offering fresh-brewed coffee and specialty drinks at corporate events, festivals, and other venues.
• Beverly Ann's Cookies: A new concept focused on freshly baked, warm, irresistible cookies. This brand expands our offerings into catering, vending, and fundraising, bringing the warmth and deliciousness of fresh-baked goods to new audiences.

As a company, we are dedicated to fostering entrepreneurial success, innovation, and a culture of fun. Our multi-brand strategy is designed to provide diverse business opportunities for our franchisees and ensure our continued growth and leadership in the mobile food and beverage industry.