Service Titian Customer Support Manager

Authority Brands • Atlanta, GA

11d

About The Position

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.

Requirements

• 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
• Proficiency in English is required

Nice To Haves

• Knowledge of QuickBooks or accounting systems is a plus

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed