Franchise Support Champion (Remote)

ServiceMaster Restore®; United States; On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) match

Paid time off and holidays

Career development

Job summary

ServiceMaster Restore® is looking for a Franchise Support Specialist to back a nationwide franchise network and deliver outstanding customer experiences.

You'll be the go-to resource for franchise owners, customers, and internal teams—handling inquiries, coordinating service requests, and supporting claim activities from lead dispatch to SLA compliance. The role emphasizes Zendesk case management and cross-functional collaboration.

Qualifications

• Associate’s degree or equivalent experience preferred, with 1–2 years in franchise operations, customer service, or claims support.
• Knowledge of franchise operations and service workflows.
• Experience with Zendesk or similar ticketing systems.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication, across levels.

Responsibilities

• Manage inbound/outbound inquiries, service requests, and operational support needs for franchise network.
• Serve as primary contact for escalated customer issues, documenting cases in Zendesk.
• Categorize, track, and maintain accurate records to ensure compliance and data integrity.
• Monitor claim statuses, coordinate with franchises/carriers, and address documentation gaps.
• Collaborate with internal teams to resolve customer and franchise concerns.
• Meet response-time and satisfaction targets during high-volume periods.
• Identify trends, conduct root-cause analysis, and report on tickets and claims performance.

Skills

Franchise operations knowledge

Analytical problem solving

Strong communication

Multitasking & adaptability

Relevant experience

Zendesk proficiency

Self-starter mindset

Education

Associate’s degree or equivalent experience

Tools

Zendesk

Workday

XactAnalysis

Claims Connect

Fran-Connect

Dash

Job description

ServiceMaster Restore® is looking for a Franchise Support Specialist to back a nationwide franchise network and deliver outstanding customer experiences.

You'll be the go-to resource for franchise owners, customers, and internal teams—handling inquiries, coordinating service requests, and supporting claim activities from lead dispatch to SLA compliance. The role emphasizes Zendesk case management and cross-functional collaboration.