[Remote] Franchise Support Specialist

Note: The job is a remote job and is open to candidates in USA. ServiceMaster® Brands is a leading provider of residential and commercial services in restoration, cleaning, moving, and bioremediation. They are seeking a Franchise Support Specialist to support a nationwide franchise network by managing customer and franchise inquiries, ensuring compliance, and contributing to operational improvements.

Responsibilities

• Manage inbound and outbound communication with customers and franchisees, handling inquiries, complaints, service requests, and operational support needs
• Serve as the primary contact for corporate‑level customer service issues, completing intake, gathering details, and documenting all cases accurately in Zendesk
• Maintain compliance and data integrity by categorizing, documenting, and managing all interactions within Zendesk
• Support claims operations by tracking claim statuses, coordinating with franchises and carriers, resolving documentation gaps, and escalating urgent issues
• Investigate and resolve customer and franchise concerns by collaborating with internal teams, field staff, and brand representatives while managing escalations effectively
• Meet key performance metrics—including response time, customer satisfaction, and resolution rates—while providing cross‑team operational support during high‑volume periods
• Contribute to process improvements through root‑cause analysis, trend identification, and reporting on ticket performance, claims activity, and operational patterns

Skills

• 1–2 years of experience supporting franchise operations, customer service, or claims‑related work required
• Demonstrated proficiency with the Zendesk ticket management system
• Ability to learn and navigate multiple software systems efficiently
• Strong technical aptitude and comfort working within digital workflows and support platforms
• Proven ability to adapt to evolving tools, processes, and operational needs
• Associate's degree or equivalent industry experience preferred
• Experience with additional platforms—such as Workday, XactAnalysis, Claims Connect, Fran‑Connect, or Dash—is beneficial

Benefits

• Medical, Dental, and Vision insurance starting the first day of the month after you’re hired
• Competitive 401(k) match to help you invest in your future
• Enjoy 15 days of paid time off, plus 10 paid holidays and 2 floating holidays to recharge and celebrate
• We’re committed to your development with career advancement and professional growth

Company Overview