Agent Support Manager

Position Title: Agent Support Manager

FLSA Status: Exempt
Date Created/Last Evaluated: October 2025
Reports to: Director of Agent Engagement
Department: Customer Service
Employment Status: Full time
Supervisory Responsibilities: No
Location: 3573 E Longwing Ln, Suite 210, Meridian, Idaho 83642

Summary

The ideal candidate for the role of Agent Support Manager possesses a blend of interpersonal, leadership, and problem-solving skills that empower them to excel in a dynamic Agent-focused environment. They are exceptional communicators, adept at building rapport with Agents and inspiring their team towards service excellence. With a proven track record of effective leadership, they motivate and guide their team to achieve and surpass performance targets while fostering a positive and collaborative work culture. The Agent Support Manager must be punctual, maintain excellent attendance, conduct themselves in a professional manner, have superior oral and written communication skills, be able to trouble-shoot and problem solve on their own with little to no guidance, be flexible and responsive, possess the ability to proactively re-prioritize as projects develop, and always be mindful of how their behavior and interactions reflect on the project, the team, the department, leadership, and Fathom as a whole.

Required Skills

This role requires solid contact center experience, ideally 2–5+ years in a call or service desk environment, covering queue-based work, call handling, and omnichannel support (phone, chat, email). The Agent Support Manager must bring call center leadership experience and a proven track record of scaling a large team, including hiring, coaching, running 1:1s, and performance management, with consistent attainment of SLAs and KPIs. Clear, concise communication (written and verbal) with agents, peers,
and leadership is essential, as are strong problem-solving skills to triage escalations, make sound decisions under time pressure, and drive issues to resolution. The role also demands operational rigor (SLAs, workforce management, scheduling, QA, continuous improvement), technical fluency with ticketing/CRM tools such as Zendesk and knowledge bases, and the ability to learn new systems quickly. Success depends on effective cross-functional collaboration with Onboarding, Agent Services, and leadership to remove blockers and improve processes, plus the adaptability to protect agent experience during volume spikes or staffing gaps.

Required traits

We are looking for a hands-on leader who is willing to answer phones and work tickets when volume is high or the team is short-staffed. The ideal candidate is agent-centric, empathetic, service-minded, and committed to first-contact resolution with clear follow-through. They mentor their team, give actionable feedback, celebrate wins, and model accountability while using data to diagnose issues, set targets, and measure outcomes. Above all, they remain calm under pressure, prioritize well, and communicate status and next steps with clarity.

Job Responsibilities

Agent Support Managers may be responsible for, but not limited to, the following:

• Establish yourself as the respected Manager and oversee daily activities of our Support Teams
• Remain a Subject Matter Expert (SME) for technology platforms provided by Fathom Realty
• Lead and manage the support teams, providing guidance, coaching, and support to ensure high performance and productivity levels
• Develop and implement policies, procedures, and standards to enhance service delivery and meet organizational goals
• Provides direct support (phone calls, chats and tickets) when the team is short-staffed or experiencing high volume
• Monitor and evaluate metrics, such as response times, resolution rates, and Agent satisfaction scores, to identify areas for improvement and implement corrective actions
• Handle escalated inquiries, complaints, and complex issues in a timely and effective manner, ensuring resolutions that meet or exceed Agent expectations
• Conduct regular coaching sessions and performance reviews for team members to promote skill development, knowledge enhancement, and career growth opportunities
• Implement systems and tools to streamline processes, improve efficiency, and enhance the overall Agent experience.
• Prepare and present reports, analyses, and recommendations to direct supervisor regarding performance, trends, and opportunities for improvement
• Foster a positive and collaborative team environment, promoting teamwork, open communication culture within departments.
• Maintain current and in-depth working knowledge of the real estate industry, Fathom, the Code of Ethics, and industry trends
• Ensure departmental follow-up such as tracking attendance, training statistics, updating & posting recordings
• Actively participate in Fathom-provided professional coaching sessions to increase emotional intelligence and hone exemplary communication
• Monitor the team to identify productivity or morale issues early and notify direct supervisor for proactive resolution
• Learn how to use and answer questions regarding technology tools utilized by Fathom Onboarding and Recruiting
• Answer questions from staff members and recruiters via phone, chat, email, and ticketing system
• Contribute to and develop and manage of departmental training materials
• Develop and update the documentation, and processing of departmental SOP’s (Standards of Practice)
• Identify areas for improvement in Onboarding
• Create, edit, post, and maintain Onboarding training material

Working Hours and Location

• 3 days: 8:00am-5:00pm
• 2 days: 10:00am-7:00pm.
• Days/shifts are flexible, work with other Managers to ensure coverage at the office.

Physical Demands

• The employee is regularly required to stand and sit. Must be able to operate a computer and telephone.

About Fathom Holdings Inc. (Nasdaq: FTHM)

Fathom Holdings Inc. is a national, technology-driven, real estate services platform integrating residential brokerage, mortgage, title, insurance, and SaaS offerings to brokerages and agents by leveraging its proprietary cloud-based software, intelliAgent.  The Company’s brands include Fathom Realty, Encompass Lending, Verus Title, intelliAgent, and Real Results.  For more information, visit www.fathomrealty.com.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the position.  All employees may have other duties assigned at any time.