Tier 1 CRM Support Specialist

Threshold Brands, backed by private equity, is a powerhouse multi-brand franchisor boasting over $375 million in annual system-wide sales. Our impressive portfolio of 10 brands is dedicated to enhancing homeowners’ lives. Among our standout brands are MaidPro, Men in Kilts Window Cleaning, PestMaster, USA Insulation, Plumbing Paramedics, Heating & Air Paramedics, Granite Garage Floors, Sir Grout, Mold Medics, and Miracle Method.

Job Description:

About the Role

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.

What You’ll Do

• 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).

What You Bring

• 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 Have

• 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.

Wage Range: $55,000 - $60,000

Threshold Brands is an equal employment opportunity employer.

WORKING AT THRESHOLD BRANDS

This is an exciting opportunity to work at a company that genuinely cares about its employees, franchisees, and customers! A company that believes in balance between work-life, that it is okay to have fun on the job, and that invests in its employees by providing challenging opportunities and tools to deliver excellence! If these beliefs ring true to you, we invite you to read on.

What do we do? We help entrepreneurs achieve their lifelong dream of success through business ownership. As a multi-brand franchisor, we plan to deliver multiple home services through individually owned and operated franchisee throughout the United States and Canada. We help our brands deliver superior customer service by providing a high touch National Contact Center, cutting-edge technology, fun and upbeat marketing, and business coaching that adds real value.

In a nutshell, our vision is to be a franchisee-friendly company, empowering entrepreneurs to deliver exceptional services to their communities.

What are our roots? It all began in August 2020, when our flagship franchise, MaidPro, partnered with The Riverside Company (a private equity sponsor). Since then, we’ve been moving at a rapid speed growing both organically and through acquisitions. Today, we are 10 brands strong, supporting MaidPro, Men in Kilts Window Cleaning, PestMaster, USA Insulation, Plumbing Paramedics, Heating & Air Paramedics, Sir Grout, Granite Garage Floors, Mold Medics and Miracle Method. Our strategy is to keep adding great-performing brands to our portfolio, so we’re not slowing down. We’re headquartered in Cleveland, Ohio, but really, we’re all over the map, with more than 400+ franchise locations across North America.

COMPANY CULTURE

Who are we? We are a collection of entrepreneurs, out-of-the-box thinkers, hospitality minded innovators. We thrive in a fast-paced, high-energy environment and we are steadfastly committed to adding value to everything we do.

Who do we want on our team? We look for people who are natural learners, passionate about their careers and love to help businesses grow.

Why work here? We provide a fun place to work where people are nice, learning is continuous, individuality is respected, and your cutting-edge ideas are welcomed. At the same time, we’re straight shooters. We support each other but we also challenge each other. You will be challenged every day, but it will be the best job you ever had.