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Franchise Support Specialist
Location: , Remote, United States
Date Posted: Jul 16, 2026
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Description
Own Your Future!
ServiceMaster Brands is built on a Think Like an Owner philosophy. It's where passion sparks progress, empowerment drives action, and accountability keeps us moving forward. Ready to move forward with us?
Perks & Benefits That Support You:
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
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 escalate 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, and TWO 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 accommodation or an alternative application process at weacknowledge@servicemaster.com.
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 testing in accordance with applicable laws and regulations.
California Applicants:
Background checks are required, and qualified applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Privacy Policy:
https://www.servicemaster.com/california-applicant-privacy-notice/
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