Tier 1 CRM Support Specialist

Threshold Brands

6d•$55,000 - $60,000•Onsite

About The Position

Threshold Brands is looking for a Tier 1 CRM Support Specialist to be the first point of contact for our franchisee community. In this role you’ll help franchise owners and their teams get the most out of the CRM platform they rely on every day — answering “how do I…” questions, walking new users through the system, diagnosing issues, and getting people unstuck quickly so they can focus on running their businesses. This is a customer-facing help desk role built around empathy, patience, and clear communication. It is not traditional IT support (no hardware, networking, or security) — you’ll be the go-to expert on our CRM platform and the daily workflows franchisees depend on. You’ll work closely with our Tier 2 support and Engineering teams, escalating complex problems and documenting bugs so they get resolved fast. If you love helping people, enjoy untangling problems, and want to grow with a fast-moving technology organization, we’d like to meet you.

Requirements

2–3 years in a help desk, technical support, or customer support role — ideally supporting a SaaS or CRM application.
A talent for explaining technical concepts in plain language, with the patience to teach users of all skill levels.
Strong written and verbal communication and a genuine customer-service mindset.
Sharp troubleshooting instincts — thorough, detail-oriented, and analytical.
Comfort learning and working across a range of software tools and systems.
A team-first attitude with a strong sense of ownership and accountability.
Willingness to pick up the phone and talk a franchisee through an issue when it’s the fastest path to a fix — note that we don’t run a phone queue, and most support happens through cases.

Nice To Haves

Hands-on experience with any field-service or CRM platform — ServiceTitan, Salesforce, ServiceMinder, or Vonigo.
Experience supporting franchise, multi-location, or field-based users.
Familiarity with help desk / ticketing platforms and knowledge base tools.
Prior experience creating training content or leading 1:1 user training.

Responsibilities

Serve as the first point of contact for franchisees, delivering friendly, professional, and timely support — primarily through support cases, and by phone when a situation calls for it.
Guide new and existing users through the CRM — walking them through features, day-to-day workflows, and best practices so they can work confidently and independently.
Diagnose and resolve common issues on first contact, and take ownership of each case from open to close.
Reproduce, document, and escalate bugs and complex issues to Tier 2 and Engineering with clear, detailed reports.
Track each case to resolution within agreed service levels, keeping users informed along the way.
Contribute to the knowledge base, how-to guides, and training materials for new and existing features.
Partner with Engineering and internal teams to surface recurring problems and enhancement requests from the field.
Support quality assurance testing and feature sign-off ahead of new releases, as needed.
Consistently meet support and quality metrics (response time, resolution time, and customer satisfaction).