Remote Franchise Support Specialist

The ServiceMaster Company, LLC; United States; On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Competitive 401(k) match

15 days of paid time off, plus 10 paid

2 floating holidays; career growth

Job summary

ServiceMaster Brands in the United States is seeking a Franchise Support Specialist to help nationwide franchise owners and customers. You will handle financial and operational inquiries, coordinate service requests, and support claim activities from lead dispatch to SLA compliance.

You will be the go-to resource for franchise owners, customers, and internal teams, using Zendesk and other systems to maintain documentation, resolve issues, and drive timely resolutions while contributing to

Qualifications

• Associate’s degree or equivalent experience; 1–2 years in franchise operations or customer service.
• Familiarity with franchise workflows and financial processes.
• Experience with Zendesk required.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication across levels.
• Ability to multitask in a fast-paced environment.
• Knowledge of internal systems/workflows and process documentation.

Responsibilities

• Handle inbound/outbound inquiries and service requests for franchises.
• Serve as primary contact for escalated customer issues and document cases in Zendesk.
• Monitor and manage Zendesk cases, ensuring data integrity.
• Coordinate service requests and claims activities across franchises and carriers.
• Investigate issues with internal teams to drive resolutions.
• Track performance metrics and support SLA goals.
• Identify operational improvements through root-cause analysis.

Skills

Franchise & service workflow knowledge

Analytical problem-solving

Strong communication skills

Multitasking & adaptability

Relevant experience in franchise ops

Zendesk proficiency

Self-starter mindset

Education

Associate’s degree or equivalent experience

Tools

Zendesk

Workday

XactAnalysis

Claims Connect

Fran-Connect

Dash

Job description

ServiceMaster Brands in the United States is seeking a Franchise Support Specialist to help nationwide franchise owners and customers. You will handle financial and operational inquiries, coordinate service requests, and support claim activities from lead dispatch to SLA compliance.

You will be the go-to resource for franchise owners, customers, and internal teams, using Zendesk and other systems to maintain documentation, resolve issues, and drive timely resolutions while contributing to