Customer Support Specialist / 6 hours ago

About Us

We support U.S.-based franchise operators — multi-location businesses with real customers, real phones ringing, real appointments to keep, and real revenue on the line every single day. Yes, we answer calls, reply to emails, book appointments, update CRM notes, and handle admin. But the real business we are in is not losing customers to silence. Every missed call is a customer who called someone else. Every unreturned email is a job that went to a competitor. Every appointment that never got confirmed is a no-show that costs the location money. Every CRM record that says "left voicemail" from three weeks ago and nothing since is revenue quietly leaking out of the business. That is what this role is for. We are hiring a Customer Support Specialist who closes those gaps cleanly and permanently.

Role Mission

Your mission is to make franchise operations feel calm. You are the front door for customers and the back office for managers. You handle the volume so the locations can handle the work. You will work across phone, email, SMS, chat, and CRM to make sure customers get answers fast, appointments hold, records stay clean, and nothing lands on a manager's desk that did not need to. You are not just answering messages. You are protecting the revenue.

Inbound and Outbound Coverage

• Answering inbound contacts quickly and professionally, in every channel
• Making outbound calls, callbacks, and follow-ups without being chased to do it
• Never letting a channel go quiet because you were busy in a different one
• Logging every meaningful contact so the next person is not starting from zero
• Handling routine questions completely instead of pushing them to a manager
• Keeping tone warm, clear, and professional even at hour seven of a heavy day

Appointments, End to End

• Scheduling appointments accurately the first time
• Confirming appointments before they happen
• Rescheduling cleanly when plans change
• Sending reminders so the calendar is real, not aspirational
• Running light service recovery when something goes sideways — a missed window, a late crew, a mistake on our side
• Making sure the customer always knows what is booked, when, and what happens next

CRM and Help Desk Hygiene

• Accurate, current notes on every customer and every interaction
• Correct tags and statuses, applied consistently — not "mostly"
• Follow-up tasks created with owners and due dates
• Closing out what is done and surfacing what is stuck
• Making sure information lives in the system, not in your head, your notebook, or a text thread

Franchise Admin

• Handling the routine admin that keeps managers locked on operations
• Recurring admin tasks across multiple locations
• Data entry, records, and documentation that stay accurate
• Keeping the routine stuff off the manager's plate entirely
• Flagging anything that genuinely does need an operator decision — and only that

Escalations

• Recognizing what is routine and what is an escalation
• Following the SOP exactly, not the version you invented on the fly
• Capturing the full picture before you escalate: who, what property or location, what happened, what has already been tried
• Handing off with enough context that the next person does not have to re-investigate
• Following up until it is actually closed
• Making sure the customer is informed while it moves

Our Core Values and Mindset

• We care a lot about fit. Skills matter, but mindset matters more.
• Clear the Queue Volume is the job. Sixty-plus contacts a day is a normal Tuesday. We need someone who finds a full queue motivating rather than paralyzing, and who works it down methodically rather than cherry-picking the easy ones.
• Own It Ownership means the problem does not have to be your fault for it to become your responsibility. If a customer contact lands with you, you own it until it is closed or properly escalated — and then you still track it. You do not get to say, "I passed it to the manager" and wash your hands of it.
• Log It or It Did Not Happen If it is not in the CRM, it did not happen. Every call, every promise, every next step. Written down, tagged, dated, owned. We are not running a business on memory.
• Communicate Early and Honestly Bad news early is useful. Bad news late is expensive. If an appointment is going to slip, say it. If you made a mistake, say it. If you do not know yet, say what you are doing to find out and when you will follow up. Customers can handle issues. They hate silence.
• Calm Is a Superpower Franchise operations get messy. Customers get frustrated. Schedules break. Billing gets confusing. Two locations need something at the same time. We need someone who stays calm, clear, and useful. Drama does not help. Ownership does.
• Make the Company Better We are not hiring you to maintain broken systems. If you see a better way to tag records, structure a follow-up, phrase a confirmation, or prevent a repeat complaint, speak up and help build it.

Requirements

• 3+ years in customer-facing or admin support roles
• Handled 60+ customer interactions per day for 6+ consecutive months — this must be demonstrable, not estimated
• 2+ years using Zendesk, HubSpot, Salesforce, ServiceTitan, or a similar CRM / help desk system
• Fluent written and spoken English at a professional, customer-facing level
• Experience working across multiple channels — phone, email, SMS, chat
• Experience scheduling, confirming, and rescheduling appointments
• Ability to follow a documented SOP precisely
• Strong organization skills with a real personal system for tracking work
• Professional home office setup and reliable internet
• Willing to undergo the required training assessment as part of the recruitment process
• Must be available Monday–Friday, 9:00 AM–6:00 PM in PST, CST, or EST

Preferred Qualifications

• Experience supporting franchise, multi-location, or home-services businesses
• Experience with U.S.-based customers or U.S.-based companies
• Experience handling billing questions or complaint resolution
• Experience with service recovery — saving a customer after something went wrong
• Experience working across multiple accounts or locations at once
• Experience improving a process, not just following one
• Conversational Spanish