Customer Support Manager (Hybrid)

Position Overview

Authority Brands Inc. is a leading provider of home services, building brands that support the success of our franchisees, and bettering the lives of the homeowners we serve and the people we employ. As a ServiceTitan Customer Support Manager, you will play a key role as a strategic partner to a portfolio of high-touch, complex trade franchise businesses. You will drive ServiceTitan adoption through troubleshooting, guiding users in workflow creation, and ensuring that they maximize the platform’s value while shaping the future of service delivery and operational excellence.

Key Responsibilities

• ServiceTitan Account Support & Optimization: Support One Hour Heating & Air, Benjamin Franklin Plumbing, and Mister Sparky franchise accounts by responding to support tickets, evaluating and triaging workflows and system configurations to ensure software optimization and ROI realization.
• Relationship Management: Build and maintain strong relationships with franchise owners and managers as a trusted resource who exemplifies Authority Brands’ commitment to responsive, knowledgeable, and empathetic support.
• Workflow Guidance & Troubleshooting: Collaborate with franchisees to resolve complex issues by creating, documenting, and refining workflows and SOPs tailored to their business operations.
• Customer Experience Enhancement: Continuously improve the customer support experience through product feedback, process improvements, and personalized engagement strategies.
• Insight Sharing & Reporting: Monitor customer engagement trends and translate data into actionable recommendations, sharing insights with internal teams to improve tools, training, and documentation.
• Training & Enablement: Identify training needs in segmented accounts and provide proactive guidance to empower franchisees in maximizing their use of ServiceTitan.

Required Qualifications

• 3–5 years of hands-on experience with ServiceTitan is required
• 4+ years in customer support, account management, or project management in a client-facing role
• Proven ability to manage multiple priorities with precision and attention to detail
• Strong communication and organizational skills with an executive-level presence
• Demonstrated analytical skills with the ability to interpret data for decision-making
• Entrepreneurial mindset with a proactive, solution-oriented approach
• Proficiency in English is required

Preferred Qualifications

• 2+ years of experience in the trades industry (e.g., HVAC, plumbing, electrical) preferred
• Knowledge of QuickBooks or accounting systems is a plus

Benefits & Perks

• Compensation: $85,000.00 - $95,000.00 per year
• Competitive salary and full benefits package including PTO, paid holidays, and 401(k)
• Work Location: In person