Back Nine Golf is redefining the golf entertainment experience with a modern, tech-driven model that’s designed for fun, inclusivity, and scalability. Unlike traditional indoor golf or bar concepts, Back Nine offers a sleek, members-first atmosphere centered around top-of-the-line golf simulators, elevated design, and a premium social experience. Our concept blends private simulator bays, customizable gameplay, and a relaxed yet upscale environment—appealing to serious golfers, families, and social groups alike. It’s not just about golf; it’s about community, entertainment, and creating a space where everyone feels welcome. We’re in a rapid growth phase with a goal of 300 open locations by the end of this year. Our franchise model is built for scalability, offering franchisees a high-quality, well-supported entry into the booming golf and entertainment space. At Back Nine, we’re building something unique—and we’re looking for team members who are excited to grow with us as we expand nationwide.

Key Responsibilities

Franchisee Support & Communication

● Serve as the primary point of contact for inbound franchisee support inquiries via

email, phone, and portal

● Triage, log, and resolve Tier 1 issues related to operations, technology,

memberships, and software usage

● Proactively follow up on open tickets and ensure timely resolution or escalation

● Communicate with empathy, professionalism, and clarity—keeping franchisees

informed throughout the support process

● Facilitate franchisee-facing training calls on current systems

● Create screen-recorded tutorials to be used for training

Ticket Management & Escalation

● Create and manage support tickets using the internal Help Desk system

● Assign or escalate tickets to the appropriate team

● Monitor ticket SLAs (service level agreements) and ensure KPIs are met or

exceeded

● Document solutions in the internal knowledge base for future use and onboarding

Technical Coordination & Troubleshooting

● Provide basic troubleshooting for common issues (e.g., Full Swing access,

booking portal errors, member app issues)

● Coordinate with Full Swing’s support team on simulator-related escalations

● Maintain familiarity with Full Swing system updates and inform franchisees of

changes

Customer Satisfaction & Expectation Management

● Set clear expectations for issue resolution timelines and next steps

● Act as a calming and confident voice during high-stress situations or urgent

tickets

● Track common issues to identify patterns and propose system or process

improvements

Qualifications

Required Skills & Experience

● 2+ years in a customer service, technical support, or help desk role

● Excellent written and verbal communication skills

● Strong organizational and multitasking skills

● Confidence in using ticketing systems, Google Workspace, Jira, and CRM tools

● Calm under pressure with strong problem-solving abilities

● High emotional intelligence—can de-escalate tense situations with

professionalism

Preferred (but not required)

● Experience working in franchising, tech support, or the golf/sports industry

● Understanding of basic IT troubleshooting (network resets, reboot protocols, etc.)

● SQL/database familiarity

● Experience working with APIs, JSON, and tools such as Postman

● Familiarity with browser Developer Tools and application/system logs

● Ability to read and navigate code to assist with troubleshooting and issue

identification

● Comfortable using AI tools effectively, including the ability to validate and verify

AI-generated answers before relying on them

What Success Looks Like

● 90%+ ticket resolution within 48 hours

● Strong feedback from franchisees on communication and clarity

● Contributions to help desk SOPs and internal knowledge base

● Improved trust in support systems and franchisee satisfaction scores

Compensation & Perks

● Full-time, in-office role in sunny St. George, UT

● Competitive salary based on experience

● Paid time off and holidays

● Access to simulator time at HQ

● Opportunity to grow into more senior operational or technical roles