Supervisory Team Lead, Customer Service Specialist

Supervisory Team Lead, Customer Service Specialist

The Software Support Supervisory Team Lead manages a team of Software Support Specialists while remaining actively engaged in customer support. This role is accountable for day-to-day team performance, coaching, quality, service-level achievement, and employee development. The Supervisory Team Lead also serves as a senior escalation point, resolves complex customer inquiries across phone, chat, and email channels, and partners with leadership and cross-functional teams to improve service quality, operational consistency, and the customer experience.

This is a fully onsite role.

Location: Overland Park, Kansas

Responsibilities

• Team Leadership and People Management: supervise Software Support Specialists, establish clear expectations, and ensure adherence to procedures, quality standards, schedules, service-level agreements, and performance goals. Conduct regular one-on-one meetings, provide timely coaching and feedback, and support each employee’s professional development and career growth. Set individual and team goals, evaluate performance, recognize strong results, and address performance concerns through documented coaching and improvement plans. Facilitate team meetings and maintain clear, consistent communication regarding priorities, operating changes, customer needs, and organizational initiatives. Address employee concerns and interpersonal conflicts promptly and professionally, partnering with management and Human Resources as appropriate. Participate in recruiting, interviewing, selection, onboarding, retention, and workforce-planning activities. Foster an accountable, collaborative, and inclusive team environment that encourages shared learning, adaptability, and mutual support.

• Customer Support and Escalation Leadership: Serve as a supervisory and senior escalation point for complex or sensitive customer inquiries involving software functionality, access, billing, reservations, transactions, payments, and general system use. Provide direct support through inbound and outbound calls, chats, emails, and tickets to maintain hands-on product knowledge and help the team meet customer demand. Diagnose issues by asking effective questions, analyzing available information, and applying sound judgment to deliver accurate solutions with a focus on first-contact resolution. Take ownership of challenging customer situations, coordinate resources as needed, and ensure timely follow-through from initial contact through resolution. Provide real-time technical guidance to Software Support Specialists and model professional, empathetic, and accountable customer service practices. Document complex solutions, recurring issues, and effective troubleshooting approaches for reuse by the team.

• Operational Performance, Quality and Compliance: Monitor team performance, queue conditions, productivity, schedule adherence, customer satisfaction, key performance indicators, and service-level agreements; take timely action when results fall below expectations. Analyze support trends and operational data to identify workload needs, recurring customer issues, service risks, and opportunities for workflow improvement, automation, or customer self-service. Create, maintain, and communicate operational dashboards, reports, and recommendations that support informed tactical decisions. Review customer interactions and support tickets for resolution accuracy, completeness, communication quality, security, and compliance with documented workflows, company policies, client requirements, and applicable regulations. Provide coaching based on quality findings, track improvement opportunities, and collaborate with management on actions that strengthen team performance. Ensure accurate use of ticketing, telephony, customer relationship management, and Tyler systems, including complete documentation of customer contacts, troubleshooting steps, decisions, and resolutions.

• Training, Knowledge and Continuous Improvement: Coordinate and deliver onboarding and training that equips new and existing team members with the product knowledge, tools, procedures, and customer service skills needed to succeed. Promote cross-training and knowledge expansion across supported products, clients, and workflows to increase team flexibility and coverage. Establish and maintain structured knowledge-management practices, including regular review of procedures, reference materials, support articles, and product updates. Partner with subject matter experts to capture evolving processes and best practices, verify content accuracy, and ensure documentation standards are consistently met. Identify operational inefficiencies, design feedback loops, recommend practical improvements, and measure the effectiveness of implemented changes. Support testing, readiness activities, special projects, and implementation of new tools or support processes.

Qualifications

• Education and

Experience

• Associate or bachelor’s degree preferred, or an equivalent combination of education and relevant experience. Three or more years of experience in software support, technical support, customer service, or a contact center environment preferred. Demonstrated experience resolving complex customer issues and coaching, mentoring, leading, or supervising employees. Previous people-management experience preferred. Experience with payment processing, billing, financial reporting, government programs, reservation systems, or multi-product support is a plus.

• Skills and Competencies: Strong leadership, coaching, motivational, and performance-management skills. Exceptional verbal and written communication skills, including the ability to explain technical concepts clearly and communicate effectively across organizational levels. Strong analytical thinking, troubleshooting, decision-making, and problem-solving skills. Ability to handle escalated customer and employee situations with professionalism, tact, empathy, and sound judgment. Ability to interpret operational data, identify trends, monitor performance measures, and translate findings into practical actions. Strong attention to detail and commitment to accurate documentation, defined processes, security requirements, and compliance standards. Ability to manage competing priorities, delegate appropriately, and remain effective in a fast-paced, deadline-driven environment. Proficiency with Microsoft Office applications, ticketing and telephony platforms, web-based applications, and general browser troubleshooting. Collaborative, adaptable, and committed to continuous learning, service improvement, and a positive team culture.

• Work Environment and Physical

Requirements

• Ability to work in an office environment and remotely, as business needs permit. Ability to work scheduled shifts and provide leadership coverage in a structured, performance-driven contact center supporting Tyler clients. Prolonged periods of sitting and routinely using a computer, keyboard, mouse, headset, and related equipment. Occasional lifting of items weighing up to 25 pounds may be required.

• What You’ll Bring to Tyler: A customer-first leadership approach, ownership of team and customer outcomes, and a commitment to helping employees grow. You bring professionalism, sound judgment, operational discipline, curiosity, and a solutions-oriented mindset while building a positive, accountable, and continuously improving software support organization.

• Great Place to Work and Grow Your Career

• Come join us as we transform the public sector. Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

• Taking Care of You and Your Family

• Your health and well-being are important to us. That’s why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

• Requisition Number: 2026-9762

• LI-Onsite

• LI-NT1

• Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws.