Regional Support Supervisor (Los Gatos, CA)

About the role

The Regional Support Supervisor oversees a pod of branch offices in the Los Gatos area, acting as the first escalation point for operational and customer‑service issues. The role blends team leadership with hands‑on support, ensuring smooth office operations, agent transactions, and a welcoming environment for clients.

Key responsibilities

• Serve as the primary escalation contact for questions and issues across the pod.
• Manage workflow, employee absences, and coverage for Regional Support Specialists (RSS).
• Coach and mentor RSS team members, providing performance feedback.
• Coordinate with branch managers, handle compliance matters, and lead pod huddles.
• Maintain office organization, supplies, and IT equipment in partnership with facilities.
• Deliver white‑glove service to agents and clients, supporting technology and process inquiries.
• Process agent transactions, commission payments, and ensure documentation completeness.
• Update MLS, Transaction Manager, and other databases; resolve system issues via Trident and OnBase.
• Assist branch leaders with promotional items, sales meetings, and onboarding activities.

Required profile

• Strong administrative and operational background with experience supporting multiple office locations.
• Excellent communication and interpersonal skills to interact with agents, customers, and internal teams.
• Ability to manage priorities, coach staff, and handle compliance requirements.
• Detail‑oriented mindset with a focus on delivering accurate transaction support.

Required skills

• MLS
• Transaction Manager
• Trident
• OnBase