Onboarding Specialist

Hole in the Wall Franchising is the franchisor of Hole in the Wall Drywall Repair, a growing national home service brand. Our franchisees are local business owners specializing in professional drywall repair, drywall installation, texture matching, painting, and related services, delivering exceptional customer experiences in their communities. Our mission is to help entrepreneurs build successful businesses by providing proven systems, comprehensive training, ongoing coaching, innovative technology, and operational support.

About the role

As our Sure Start Coordinator, you will manage the onboarding experience for every new franchise owner from the time they sign their Franchise Agreement through the successful launch of their business. You'll coordinate training, help franchise owners learn our systems, answer questions, track their progress, and work closely with our Operations, Marketing, and Leadership teams to ensure every owner receives a successful start. This position is ideal for someone who enjoys coaching others, building relationships, staying organized, and helping entrepreneurs achieve their goals.

Responsibilities

• Franchise Onboarding
  • Coordinate the onboarding process for all new franchise owners.
  • Schedule and manage onboarding milestones and training.
  • Ensure franchise owners complete all required startup tasks before opening.
  • Maintain onboarding checklists, documentation, and project timelines.
  • Keep new owners informed, engaged, and on track throughout the Sure Start process.
• Training & Support
  • Train franchise owners on Hole in the Wall Franchising's operating systems, business processes, sales approach, customer service standards, and brand expectations.
  • Provide ongoing support during the early stages of business ownership.
  • Answer questions and help franchise owners overcome operational challenges.
  • Reinforce best practices, accountability, and brand standards.
  • Coordinate with other departments to ensure franchise owners receive the support they need.
• ServiceMinder Support
  • Become the internal expert on ServiceMinder, our franchise management and CRM platform.
  • Assist franchise owners with setup, implementation, and daily use of ServiceMinder.
  • Help franchise owners utilize ServiceMinder to manage scheduling, customer communication, workflow management, reporting, and daily operations.
  • Document support interactions and identify opportunities for process improvements.
• Communication & Relationship Management
  • Build strong working relationships with franchise owners.
  • Maintain regular communication through phone, email, and virtual meetings.
  • Document progress, action items, and follow-up tasks.
  • Collaborate with internal departments to ensure franchise owners receive timely support.
  • Help foster a positive, encouraging experience for every new franchise owner.
• Administrative & Operational Support
  • Maintain accurate onboarding records and documentation.
  • Track onboarding progress and key performance indicators.
  • Assist with training events, webinars, annual conferences, and franchise meetings.
  • Help improve onboarding systems, processes, and training materials.
  • Support additional franchise development and operations initiatives as needed.

Requirements

• Three or more years of experience in business operations, training, customer success, project coordination, franchise support, or a related field.
• Outstanding verbal and written communication skills.
• Strong organizational and time management abilities.
• Ability to manage multiple projects and deadlines simultaneously.
• Self-motivated with the ability to work independently.
• Strong problem-solving and critical thinking skills.
• Proficiency with Microsoft Office and cloud-based business software.
• Willingness to travel occasionally for franchise training, company meetings, and franchisee support.

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Free uniforms
• Home office stipend
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

Pay

Competitive salary based on experience

Schedule

Full-time position (Monday–Friday)

This is a remote position.