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customer support knowledge base ticketing system kcs franchise support

The Recipe Support Specialist is a part of the Field Operations Department. This role provides support to Crumbl Franchise locations. Crumbl began as a cookie company—as it expands its menu, this team will handle all support for all recipe items at Crumbl.

These individuals will be expected to be experts on all recipe items including knowing recipes, quality standards, and troubleshooting techniques. We measure success in this role by the speed, accuracy, and support experience we provide to Franchise owners, operators and crews. We focus on modeling exceptional hospitality, upholding Crumbl policies with empathy, and continuous improvement to make things better for today—and where Crumbl is headed tomorrow.

If you are passionate about joining a top tier team that focuses efforts on helping franchise locations make the best products in the world, this position is for you.

The schedule for this role is Monday-Friday, 10-6pm with a rotating Saturday Shift.

Duties and Responsibilities

  • Provide an effortless customer experience through a support ticket or phone response to make it easy for Crumbl locations to get answers and solve problems
  • Utilize ticketing system to communicate and thoroughly document issues and opportunities
  • Manage ticket queue daily to make sure all tickets are updated and resolved effectively
  • Maintain an expert level understanding of all Crumbl in-store recipe items
  • Diagnose and troubleshoot simple and complex recipe item quality, ingredient, and other issues
  • Refer to recipes and other assets to provide support and escalate complex issues as needed to management
  • Complete weekly quality checks with assigned stores to understand chain-wide cookie performance and quality trends
  • Using KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
  • Follow all Standard Operating Procedures
  • Advocate for Crumbl store locations and own issues until completion
  • Maintain Crumbl Ops and business acumen by attending team trainings to adequately support platforms and stores
  • Support and meet team goals for response times, accuracy, and experience metrics
  • Contribute to an inspiring team environment with an open communication culture
  • Adhere to published work schedule and maintain excellent attendance
  • Demonstrate relentless teamwork through collaboration on team projects and initiatives
  • Regularly attend 1:1s with manager to review performance and make professional developmental goals

    • Qualifications

  • High school diploma or equivalent required.
  • Basic knowledge of Crumbl’s products/services preferred
  • Excellent verbal and written communication skills.
  • Self-motivated and able to work with autonomy.
  • Ability to multitask and manage time efficiently.
  • Understand common troubleshooting methods.
  • Ability to think critically to discover and solve complex problems.
  • Experience in either customer service or help desk support (preferred).
  • Willing to work variable shifts including evenings, weekends, and public holidays.
  • Maintain a positive attitude and have the ability to handle change with professionalism and authenticity.

    • Additional Information

    Benefits & Perks

    - Medical, dental, and vision benefits

    - 15 days PTO/year

    - 10 paid holidays

    - Paid parental leave

    - Personal phone bill reimbursement

    - Gym reimbursement

    - Corporate DoorDash® DashPass membership

    - Regular company and team activities

    - 401k with competitive matching contribution plan

    - Excellent opportunities for career growth

    - Work in a hyper-growth company

    Crumbl was founded in 2017 by Jason McGowan & Sawyer Hemsley in Logan, Utah. It is now the fastest-growing cookie company in the nation with over 1000 locations in the USA and Canada. Crumbl is powered by cutting-edge technology, iconic branding, delicious desserts, and passionate people.

    Crumbl HQ and franchisees provide employment for over 26,000 people across the United States, and all of our franchises are owned and operated by independent members of the local community.

    Crumbl’s 200+ unique cookie flavors rotate weekly and are served in our famous pink box!

    Crumbl is an equal opportunity employer. Crumbl provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

    Recruitment Agencies: Crumbl HQ doesn't typically partner with 3rd party recruitment resources. If we require assistance on this search we will contact selected partners directly; we do not accept unsolicited candidate submissions.

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