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Authority Brands · 18 hours ago

Service Titian Customer Support Manager

Atlanta, GA, USA

Full-time

Onsite

Mid, Senior Level

4+ years exp

Authority Brands Inc. is a leading provider of home services, building brands that support the success of our franchisees. As a ServiceTitan Customer Support Manager, you will drive ServiceTitan adoption by troubleshooting issues, guiding users through workflow creation, and ensuring they maximize the platform’s value.

FranchiseHome and GardenHome ServicesJanitorial Service

No H1B

Responsibilities

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

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

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

Continuously seek ways to improve the customer support experience—whether through product feedback, process improvements, or more personalized engagement strategies

Monitor customer engagement and support trends. Translate data into actionable recommendations and regularly share insights with internal teams to improve tools, training, and documentation

Segment accounts to identify training needs and proactively offer guidance that empowers franchisees to get the most out of ServiceTitan

Qualification

ServiceTitanCustomer supportTrades industryAnalytical skillsProactive mindsetQuickBooks knowledgeEnglish proficiencyCommunication skillsOrganizational skills

Required

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 and comfort interpreting data to inform decisions

Entrepreneurial mindset with a proactive, solution-oriented approach

Proficiency in English is required

Preferred

2+ years of experience in the trades industry (e.g., HVAC, plumbing, electrical) preferred

Knowledge of QuickBooks or accounting systems is a plus

Benefits

PTO

Paid holidays

401(k)

And more

Company

Authority Brands

Authority Brands supports individual franchisee growth through providing strong marketing, technology and operational support.

Founded in 2017

Columbia, Maryland, USA

501-1000 employees

https://www.theauthoritybrands.com/

Funding

Current Stage

Late Stage

Total Funding

unknown

Key Investors

BCI

2022-09-20Private Equity

2018-09-24Acquired

Leadership Team

Jay Caiafa

Chief Executive Officer

Ryan Bowes

Chief Growth & Transformation Officer

Recent News

PR Newswire

Authority Brands Appoints Ryan Bowes as Chief Growth and Transformation Officer, Advancing the Home Services Franchisor's Next Phase of Growth

2026-02-02

PR Newswire

Authority Brands Hires Steve Clemente as President and COO of Trade Brands

2025-12-15

PR Newswire

Authority Brands Selects 360PR+ to Support Trade Brands Division

2025-12-08

Company data provided by crunchbase