Franchise Support Team Lead

ServiceMasterRemote, US

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Description

We Play to Win!

Big goals. Big achievements. Big impact.

ServiceMaster employs empowered and engaged teams, delivering growth in an ever-evolving world. Our goal is to double in size over the next few years, which means ambition and risk-taking are part of our daily life. If you are tired of the status quo and complacency, join our team to help franchisees dominate in their respective areas. You’ll be around other winners chasing big goals, guaranteed to bring out the best work of your career!

What We Offer :

Medical, Dental, and Vision start the first day of the month following your date of hire
401 (k) match
15 days paid time off and paid holidays, including 2 floating holidays
Career growth and advancement

Position Overview :

ServiceMaster is seeking highly motivated, experienced, and customer-focused professionals who thrive in fast-paced environments and can successfully manage a large workload while delivering exceptional service.

The Franchise Support Team Lead is a critical role that supports both franchise owners and customers while also assisting with the Call Center teams. This position is responsible for addressing franchise financial and operational inquiries (such as tracking payments, investigating account issues, and software status requests) as well as responding to customer needs (service requests, reschedules, and complaint management).

Job Responsibilities

Manage inbound and outbound calls with a high level of expertise, oversee lead processing, and coordinate accurate dispatching to franchises, including providing reliable weekend coverage support.

Ensure efficient call handling, accurate lead processing, and timely dispatching to franchises

Provides guidance, training, and process support to call center representatives, assists in resolving escalations, and ensures a consistently high level of customer service.

Serve as the primary resource for franchise lead fee disputes, escalations, and complex inquiries, conducting thorough investigations and driving resolution in collaboration with internal departments, brand leadership, and field representatives.

Monitor team performance to ensure timely, accurate processing of mitigation service requests, and coordinate resolution of escalated incidents.

Provide coaching, training, and onboarding support to call center staff; maintain quality assurance by reviewing call interactions and lead submissions.

Categorize and fully document all support interactions in Zendesk ticket tracking systems to ensure accuracy and accountability.

Maintain strong knowledge of core systems (RESPOND 365, XactAnalysis, Symbility, etc.) and train team members on proper use.

Track performance against KPIs including Fast First Response, CSAT, First Time Fix, and Timely Resolution; generate reports and participate in root cause analysis to identify trends and improvements.

Collaborate with management on process improvements, best practices, and other assigned duties to support call center and franchise operations.

Qualifications & Skills

Bachelor's degree preferred (Business, Communications, or related field a plus)

2-4 years’ experience supporting franchise owners in a call center or customer service environment preferred.

Experience using Zendesk or other customer support software systems is preferred. Comprehensive understanding of franchise operations and financial systems preferred.

1-2 years of with Salesforce, Workday, XactAnalysis, FranConnect, Dash, or Symbility beneficial.

Strong verbal and written communication skills.

Interpersonal skills to work with a diverse audience at all levels of an organization.

Action-oriented with the ability to manage multiple tasks with urgency.

Moderate analytical skills, including problem research and resolution.

Ability to communicate clearly and receive detailed oral information.

Self-starter able to complete tasks independently and collaboratively.

Physical Demands and Working Conditions

Sitting for long periods of time while using office equipment such as computers and phones.

Frequent wrist, hand, and finger movements for typing and call handling.

About ServiceMaster Brands

ServiceMaster® Brands® is a leading franchise provider of needs-based residential and commercial services in the restoration, cleaning, moving, and bioremediation industries. Founded in 1929, the company is home to over 3,200 franchisees across 4,600+ locations serving over 1,000,000 homes and businesses each year. ServiceMaster was founded with a deep commitment to integrity and customer service and does business under seven brands today across 50 states and nine countries that generate more than $3.5B in system-wide sales : ServiceMaster Restore®, ServiceMaster Clean®, ServiceMaster BioClean®, Merry Maids®, TWO MEN AND A TRUCK®, TWO MEN AND A JUNK TRUCK®, and Indoor Science.

While each brand maintains a distinct identity, we share a commitment to our vision to Become the most admired brand in each industry we serve . Working as part of our team means bringing your best ideas to work every day and seeing the impact of your contributions. Stars in our company at all levels are builders—they love to create, lead and see their plan come to life. Our best people understand that while great ideas are important, they require incredible focus and teamwork to execute.

We live by our purpose to Be there when you need us ™. This extends to our team members, where we are dedicated to our team’s growth, well-being, and success- every step of the way.

ServiceMaster Brands is headquartered in Atlanta, Georgia.

Roark Capital Group acquired ServiceMaster Brands in October 2020. Roark focuses on investing in the consumer and business services sectors, with a specialization in multi-location and franchised businesses. Since inception, affiliates of Roark have invested in 100 multi-location, franchised brands, which collectively generate $62 billion in annual system revenues from 66,000 locations in 50 states and 89 countries. Please visit www.roarkcapital.com to learn more.

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.

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

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.

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Team Lead • Remote, US