Customer Support Manager

2 days ago

Atlanta, Georgia, United States Authority Brands Full time $80,000 - $120,000 per year

Authority Brands Inc. is a leading provider of home services, building brands that support the success of our franchisees, as well as bettering the lives of the homeowners we serve and the people we employ.

At Authority Brands, we believe in empowering our franchise partners to thrive. As a
ServiceTitan Customer Support Manager
, you will be a strategic partner to a portfolio of high-touch, complex trade franchise businesses. Your mission is to drive ServiceTitan adoption by troubleshooting issues, guiding users through workflow creation, and ensuring they maximize the platform's value. You'll play a key role in shaping the future of our service delivery and directly contributing to operational excellence.

Responsibilities

  • ServiceTitan Account Support & Optimization: Support our One Hour Heating & Air, Benjamin Franklin Plumbing, and Mister Sparky franchise accounts—each with unique operational needs. Respond to support tickets, evaluate and triage workflows and system configurations to ensure software optimization and ROI realization.
  • Relationship Management: Build and maintain strong working relationships with franchise owners and managers. Serve as a trusted resource who reflects Authority Brands' commitment to responsive, knowledgeable, and empathetic support.
  • Workflow Guidance & Troubleshooting: Partner with franchisees to resolve complex issues by creating, documenting, and refining workflows and SOPs tailored to their business operations. Ensure every interaction is solution-oriented and reinforces our role as a supportive franchisor.
  • Customer Experience Enhancement: Continuously seek ways to improve the customer support experience—whether through product feedback, process improvements, or more personalized engagement strategies.
  • Insight Sharing & Reporting: Monitor customer engagement and support trends. Translate data into actionable recommendations and regularly share insights with internal teams to improve tools, training, and documentation.
  • Training & Enablement: Segment accounts to identify training needs and proactively offer guidance that empowers franchisees to get the most out of ServiceTitan.

Qualification

  • 3–5 years of hands-on experience with ServiceTitan is required
  • 2+ years of experience in the trades industry (e.g., HVAC, plumbing, electrical) preferred
  • 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 and comfort interpreting data to inform decisions
  • Entrepreneurial mindset with a proactive, solution-oriented approach
  • Knowledge of QuickBooks or accounting systems is a plus
  • Proficiency in English is required

We believe our greatest assets are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.

Authority Brands Inc. conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visa's at this time.

Authority Brands Inc. is
an Equal Opportunity Employer

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