Platform Support & CRM Operations Coordinator

Company Description

UFG, Inc.

Platform Support & CRM Operations Coordinator

Imagine a career where your passion meets purpose, and your work has a global impact. At United Franchise Group, we're not just offering jobs-we're offering the chance to be part of something bigger.  We're looking for individuals who want to innovate, inspire, and lead in a company that's shaping the future of franchising worldwide.

For nearly 40 years, UFG has been at the forefront of franchising, growing from a small team to an international powerhouse with over 1800 locations in 60 countries. But we're just getting started, and we want you to be a part of our next chapter.  Whether you're just starting out or looking to take your career to new heights, UFG offers positions at every level, with the tools and support to help you succeed.

Our headquarters in West Palm Beach, FL is more than just an office-it's a hub of creativity, collaboration, and community.  Here, you'll find a culture that celebrates diversity, encourages innovation and rewards hard work.  From day one, you'll be surrounded by people who are passionate about what they do and driven to make a difference.

This is more than a career-it's a calling.  At UFG, we believe in taking care of our team as they take care of our franchisees. That's why we offer competitive pay, comprehensive benefits, and perks that go beyond the ordinary.

Are you ready to make your mark? Join us at UFG and be part of a team that's changing the world, one franchise at a time.

Job Description

The Platform Support & CRM Operations Coordinator supports the daily execution and maintenance of the organization’s sales and marketing technology ecosystem. This role focuses on system configuration, lead routing reliability, vendor integrations, onboarding coordination, reporting preparation, and user assistance across CRM and communication platforms.

Working under the Platform/Marketing Operations lead, the coordinator ensures systems remain accurate, functional, and aligned with established operational processes. The position serves as the primary execution resource responsible for implementing updates, maintaining data integrity, assisting users, and escalating technical or strategic changes when necessary.

This role is operationally focused and ensures teams can effectively utilize their tools without interruption while supporting adoption across sales and development teams.

• Create and configure brand environments within SiteZeus
• Add lead sources, update statuses, and manage dropdown options
• Set up and maintain user permissions and access levels
• Maintain custom fields and workflow structures
• Implement configuration updates requested by leadership
• Verify configuration accuracy following changes or deployments
• Assist vendors with lead delivery setup and parsing requirements
• Share routing and parsing instructions with external lead providers
• Validate test leads prior to activation
• Monitor incoming leads for formatting or routing errors
• Troubleshoot failed or malformed leads and coordinate corrections
• Escalate persistent integration issues when necessary
• Create and maintain Wufoo sales profiles and intake form routing
• Configure and update form logic, notifications, and field mappings
• Ensure form submissions properly route into CRM workflows
• Administer PhoneBurner accounts, permissions, and user settings
• Manage call dispositions, call lists, and dialer configurations
• Support outbound calling readiness and campaign setup
• Troubleshoot user access and dialing issues
• Coordinate tool setup during new hire onboarding
• Maintain existing integrations between CRM, forms, communication platforms, and external tools
• Monitor automation workflows and notify leadership of failures or data mismatches
• Assist with implementing pre-defined workflow updates and mapping adjustments
• Validate data syncing across connected platforms
• Coordinate troubleshooting with vendors when integrations fail
• Support onboarding of new vendors and connected systems
• Document integration behavior and known dependencies
• Respond to platform usage questions and configuration requests
• Document reported issues and escalate technical defects
• Maintain ongoing communication with users regarding resolutions
• Coordinate recurring check-ins to ensure system accuracy
• Record enhancement requests for review by leadership
• Prepare accounts and system access for new team members
• Guide new users through initial platform setup and usage basics
• Assist with onboarding sessions across CRM and sales tools
• Help maintain training materials, videos, and documentation
• Share platform updates and feature changes with users
• Track onboarding completion and user readiness
• Prepare CSV files according to import templates
• Import leads, contacts, companies, and locations
• Support bulk uploads from events or external sources
• Identify and correct formatting errors
• Assist with data cleanup and deduplication efforts
• Monitor daily failed lead reports and field mapping accuracy
• Generate standard operational reports as requested
• Assist users in locating and running existing reports
• Provide basic activity summaries for internal teams
• Update existing campaign templates and drip sequences
• Verify content accuracy and formatting
• Support integration between CRM and communication platforms
• Coordinate updates requested by sales leadership
• Reassign leads based on provided mapping instructions
• Update territory routing and notify stakeholders
• Confirm routing accuracy following changes
• Track users, integrations, and configuration changes
• Maintain communication logs and recurring issue documentation
• Support periodic vendor lead audits
• Record platform changes for compliance and reference

Qualifications

Bachelor's degree (B. A., B.B.A., or B.S.) or equivalent from four-year college or university; or Associate degree (A. A. or A.S.) or equivalent from two-year college or technical school; or five to ten years related experience and/or training; or equivalent combination of education and experience.

Knowledge of platforms (SiteZeus, Wufoo, PhoneBurner, Pipedream automations, AI processing tools (e.g., Lumin.ai), and other connected lead or marketing vendors).

The coordinator executes operational tasks and escalates strategic decisions, platform defects, and process changes to the Platform/Marketing Operations lead.

This position ensures consistent execution, data accuracy, and reliable platform usage across teams by maintaining the operational foundation of the CRM and sales tool ecosystem. The role enables leadership to focus on optimization, marketing performance, and strategic growth initiatives by handling day-to-day administration and operational support of business systems.

Additional Information

Once you become part of our amazing team of winners you’ll enjoy:

·         Competitive compensation

·         Comprehensive training to hone your skills at our headquarters

·         Employee Development Programs

·         Medical, Dental, Vision, and Life insurance coverage

·         Short- and Long-term disability insurance

·         Generous time off and paid holidays

·         401(k) plan with company match

·         Social gatherings and team building activities

·         Leadership workshops for personal development

·         Recognition for our top performers

·         Philanthropy – a chance to give back to the community

Join us at United Franchise Group – a global leader for entrepreneurs!  

                                                            Apply now!

All your information will be kept confidential according to EEO guidelines.