Customer Support Specialist

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.

This is a remote role through ScaleSource. It is not a "sit in the inbox and wait" job. You own the entire customer communication lifecycle so that location managers stay focused on running operations instead of triaging their inbox at 9 PM.

If you need to be told every step, this is not the role.

If you like a clean queue, a current CRM, a confirmed schedule, and zero loose ends, you may be exactly who we need.

The Big Picture

Our standard is simple:

No customer should ever be left hanging, and no manager should ever be pulled off the floor to do admin.

If a customer calls, emails, texts, or chats — that contact gets answered, logged, resolved or routed, tagged, and followed up. Every time. In every channel.

If an appointment is booked, it gets confirmed. If it needs to move, it gets rescheduled and the customer knows. If someone is at risk of not showing, they get a reminder before it becomes a hole in the schedule.

If something escalates — billing, a complaint, a franchisee issue — it goes through the SOP, not through improvisation and not through a manager's cell phone.

We do not need someone who says, "I think I called them back."

We need someone who says:

"Answered 63 contacts today, booked 11 , rescheduled 4 , recovered 2 cancellations , escalated 1 billing dispute per SOP, and the queue is at zero."

That is the difference.

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.

What You'll Own

1. Inbound and Outbound Coverage

You will be the coverage across phone, email, SMS, and live chat.

You will be responsible for:

• 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

No channel left hanging. Not phone. Not email. Not SMS. Not chat.

2. Appointments, End to End

You will manage the schedule from first contact to completed visit.

You will be responsible for:

• 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

A schedule full of unconfirmed appointments is not a schedule. It is a guess.

3. CRM and Help Desk Hygiene

You will keep the system clean enough that anyone can pick it up and know exactly where things stand.

You will be responsible for:

• 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

This role exists because "I'm pretty sure someone called them back" is how locations lose customers.

4. Franchise Admin

You will handle the routine admin that keeps managers locked on operations.

You will be responsible for:

• 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

The test is simple: if a manager has to ask you for a status update, something upstream went wrong.

5. Escalations

You will run escalations — billing disputes, complaints, franchisee issues — against a clear SOP set during onboarding.

You will be responsible for:

• 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
• Keeping the customer informed while it moves

Escalating is not the same as getting rid of it. It still belongs to you until it is resolved.

Our Core Values and Mindset

We care a lot about fit. Skills matter, but mindset matters more.

1. 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 instead of cherry-picking the easy ones.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

What Success Looks Like

You are winning in this role if:

• Customers get a real answer fast, in whatever channel they used
• The queue is worked down every day, not carried forward
• Appointments are confirmed and the schedule reflects reality
• CRM notes, tags, and statuses are clean enough for anyone to pick up
• Follow-up tasks have owners and due dates, and they actually get closed
• Escalations move through the SOP with full context attached
• Managers spend their day on operations, not admin
• Nothing important is living only in a text thread or someone's memory
• Multiple locations feel equally covered, not one loved and one neglected
• The business feels calmer, cleaner, and more accountable because you are in the seat

Requirements

Required Qualifications

Please do not apply unless you meet these 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

These are not all required, but they are a big plus.

• 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

Tools You May Use

You do not need to know all of these, but you need to be tech-comfortable and able to learn quickly.

• Zendesk, HubSpot, Salesforce, ServiceTitan , or similar CRM / help desk platforms
• Gmail / Google Workspace
• Google Sheets
• VoIP / softphone and SMS platforms
• Live chat tools
• Scheduling and calendar systems
• Slack, WhatsApp, or other internal messaging tools
• Zoom / Google Meet

If learning a new tool stresses you out, this is probably not your seat.

Who This Role Is Perfect For

This role is perfect for someone who:

• Gets satisfaction from an empty queue and a clean CRM
• Can hold high volume without losing accuracy
• Takes pride in being the person who actually calls back
• Can handle a frustrated customer without getting defensive
• Knows how to be warm without being fluffy
• Knows how to be direct without being rude
• Notices when a record looks wrong
• Follows an SOP because it works, not because they were told to
• Wants exposure to how real U.S. operators run and scale

Who This Role Is NOT For

This role is not for someone who:

• Gets overwhelmed by a full queue
• Only works the easy tickets
• Says "I'll call them back" and then forgets
• Leaves CRM notes blank or vague
• Improvises during escalations instead of following the SOP
• Needs a manager checking in hourly
• Writes sloppy English
• Wants a quiet, low-volume inbox job

This is a high-volume ownership seat. You will have SOPs and support, but you must bring accuracy, urgency, and follow-through.

Benefits

Schedule

Remote, supporting U.S.-based franchise operations. Monday–Friday, 9:00 AM–6:00 PM (PST, CST, or EST). Your assigned time zone will be confirmed during the interview process.

Compensation

$1,250 USD/month for the first 90 days. $1,500 USD/month after.

Benefits:

• Better Role Matching — you are placed where you can actually perform and grow, not just fill a seat
• Real Upside — strong performers unlock raises, long-term stability, and future opportunities
• Work With U.S. Operators — direct exposure to franchise owners focused on growth and execution
• Real Ownership — your work directly impacts operations. Less bureaucracy, more responsibility from day one
• Multi-Location Exposure — work across multiple franchise locations and learn how scalable operations actually run