Franchise Support Specialist

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

Own Your Future!

ServiceMaster®Brandsis built on aThink Like an Ownerphilosophy.It’swhere passion sparksprogress,empowerment drives action, and accountabilitykeepsus moving forward.Ready tomove forward with us?

• Medical,Dental, andVisioninsurancestartingthefirst day of the monthafteryou’rehired
• Competitive 401(k) match to help you invest in your future
• Enjoy 15days of paid time off, plus 10paid holidays and 2 floating holidaysto recharge and celebrate
• We’recommitted to your development withcareer advancement and professional growth

Location:This position is 100% remote.

Join our team as a Franchise Support Specialist!

Play a key role in supporting a nationwide franchise network and delivering exceptional customer experiences. As a Franchise Support Specialist, you’ll be the go‑to resource for franchise owners, customers, and internal teams—handling financial and operational inquiries, coordinating service requests, and supporting claim activities from lead dispatch to SLA compliance. Your work keeps operations running smoothly and ensures every partner gets the guidance and support they need.

What You'll Do

• Customer & franchise communication — Manage inbound/outbound inquiries, complaints, service requests, and operational support needs.
• Corporate‑level case handling — Serve as the primary contact for escalated customer issues, gathering details and documenting cases in Zendesk.
• Zendesk case management — Categorize, track, and maintain accurate records to ensure compliance and data integrity.
• Claims support — Monitor claim statuses, coordinate with franchises/carriers, resolve documentation gaps, and elevate urgent matters.
• Issue investigation & resolution — Collaborate with internal teams and field staff to resolve customer and franchise concerns.
• Performance & service metrics — Meet response‑time, satisfaction, and resolution goals while supporting high‑volume periods.
• Operational improvement — Conduct root‑cause analysis, identify trends, and report on ticket and claims performance.

What You'll Bring

• Franchise & service workflow knowledge — Basic understanding of franchise operations, customer service processes, and financial system workflows.
• Analytical problem‑solving — Ability to investigate issues, analyze information, and drive effective resolutions.
• Strong communication skills — Excellent verbal and written communication across all organizational levels.
• Multitasking & adaptability — Capable of handling multiple priorities in a fast‑paced environment, independently and collaboratively.
• Relevant experience — Associate’s degree or equivalent experience preferred, with 1–2 years in franchise operations, customer service, or claims support.
• Zendesk proficiency — Required experience with Zendesk; familiarity with Workday, XactAnalysis, Claims Connect, Fran‑Connect, or Dash is a plus.
• Self‑starter mindset — Strong interpersonal skills and the ability to maintain knowledge of systems, workflows, and processes.

About SMB

ServiceMaster® Brands is a leading provider of residential and commercial services in restoration, cleaning, moving, and bioremediation. Founded in 1929, we operate 4,600+ locations through 3,200 franchisees, serving over 1 million homes and businesses annually. Today, we do business under trusted brands across 50 states and nine countries, generating more than $3.5B in system‑wide sales: ServiceMaster Restore®, ServiceMaster Clean®, Merry Maids®, TWO MEN AND A TRUCK®,andTWO MEN AND A JUNK TRUCK®.

While each brand has its own identity, we share a vision:to become the most admired brand in every industry we serve. Our purpose—Be there when you need us™—extends to our team, where growth, well-being, and success are priorities.

Equal Opportunity Employer

It is the policy of ServiceMaster Brands, in accordance with all applicable laws, to recruit, hire, train, and promote persons in all job titles without regard to race, color, national origin, genetic information, religious beliefs, sex, gender identity, sexual orientation, age, marital status, pregnancy, disability, protected veteran status, or any other protected classifications, activities, or conditions as required by federal, state and local laws.

Accessibility & Accommodations

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodationor an alternative application process at [e-mail].

Pre-Employment Screening

Employment with ServiceMaster Brands is contingent upon the successful completion of a background check and drug screening. These screenings include criminal background and substance use testingin accordance withapplicable laws and regulations.

Artificial Intelligence (AI) Use In Our Hiring Process

We use artificial intelligence (AI)-enabled tools to support limited aspects of our recruiting and hiring process. These tools may assist with drafting and refining job descriptions and job postings, identifying application materials that appear responsive to job‐related qualifications, and generating or suggesting interview questions and other recruiting content.

Our applicant tracking system and other recruiting technologies may analyze information provided in application materials, including work history, education, skills, certifications, qualifications, and other job‑related informationsubmittedby applicants. AI-generated outputs may include suggested candidate matches, recommendations, summaries, or other recruiting support tools designed to assist recruiters and hiring managers.

AI-generated outputs are reviewed by recruiters and hiring managers and are not used as the sole basis for employment decisions. Human judgment is applied throughout the hiring process, and all hiring decisions are made by Company representatives. We seek to evaluate candidates based on job-related qualifications and are committed to using AI-enabled tools in a responsible, fair, and transparent manner consistent with applicable law.

Applicants who require a reasonable accommodation during the application or hiring process, including with respect to any technology used in that process, should contact [e-mail].

California Applicants

Background checks arerequired, and qualified applicants with arrest or conviction records will be considered for Employmentin accordance withthe Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Privacy Policy

https://www.servicemaster.com/california-applicant-privacy-notice/