Franchise Support Officer

About InXpress:

InXpress is a global freight and logistics franchise organisation celebrating over 25 years of international success. We specialise in helping businesses simplify their shipping and logistics, providing access to world-class carrier services, competitive pricing, and powerful technology solutions.

Operating across 14 countries, InXpress partners with leading global and domestic freight carriers to deliver reliable international and domestic shipping solutions. Our franchise network works with businesses every day to move goods across cities, countries, and continents.

Our model combines entrepreneurial franchise ownership with the strength of a global logistics network, supported by our proprietary shipping and transport management technology. This enables our franchisees to provide tailored logistics solutions and exceptional service to their customers.

As a technology-enabled and forward-thinking franchisor, we are committed to innovation, operational excellence, and supporting the success of our franchise network. At the heart of InXpress are our people, both our corporate team and franchisees, who live our GREAT values every day: Gives Back | Results Driven | Energetic & Fun | All In | Targeted Improvement.

These values shape how we work together, how we support our franchisees, and how we deliver outstanding logistics solutions to our customers.

About the Role:

We are looking for a Franchise Support Officer to join our Franchise Support Centre, playing a key role in supporting our national network of InXpress franchise owners.

This role sits at the centre of our freight and logistics operations and is responsible for assisting franchisees with day-to-day operational queries across carrier billing, shipment queries, system questions, credit issues, and freight carrier processes.

You will act as a critical support link between our franchise network, carrier partners, and internal teams, ensuring issues are resolved efficiently and our franchisees can continue delivering exceptional service to their customers.

This is a fast-paced role within the logistics industry, ideal for someone who enjoys problem solving, working across multiple systems, and helping others succeed.

Key Responsibilities:

Manage day-to-day inbound calls and enquiries from franchisees, providing timely support and effective solutions across freight operations, system queries, carrier billing, and shipment-related issues.

Utilise the Zendesk support platform to log, track, and manage franchisee enquiries, ensuring tickets are prioritised, monitored, and resolved within appropriate timeframes.

Maintain accurate and up-to-date carrier and service provider information, and regularly review processes relating to carrier interactions to ensure operational efficiency across the network.

Investigate and resolve franchisee issues using strong critical thinking and problem-solving skills, always taking a practical and solution-focused approach.

Work closely with the Operations Manager (AU/NZ) and freight carrier partners to ensure operational requirements, service updates, and process changes are clearly communicated and implemented across the franchise network.

Use Jira project management software to assist with managing support tickets and operational tasks, including project-related activities such as new carrier integrations into the WebShip platform, under the guidance of management.

Collaborate with both local and global teams, demonstrating initiative and resourcefulness when addressing operational challenges and ensuring issues are resolved efficiently.

Provide clear step-by-step guidance to franchisees and internal teams, either over the phone or in person, to troubleshoot system issues and support users with freight platform processes.

About You:

We are looking for someone who enjoys working in a dynamic logistics environment and supporting others to succeed.

You may currently work in:

• Freight forwarding
• Domestic Transport & logistics operations
• Carrier customer service
• Shipping or supply chain support

Ideally you will have:

• Experience in freight, logistics, transport or supply chain operations
• Strong problem-solving and investigation skills
• Ability to manage multiple enquiries and priorities
• Confidence working with systems and operational platforms (tech minded)
• Excellent communication and relationship-building skills
• A proactive and solutions-focused mindset

Experience with freight systems, carrier billing, or logistics platforms will be highly regarded.