Support Services Team Lead — Elevate Customer Experience

Tyler Technologies, Inc.; Taguig; Hybrid; PHP 900,000 - 1,100,000; Full time

Job summary

Tyler Technologies, Inc. in the Philippines is seeking a Supervisory Team Lead to oversee daily operations, meet productivity targets, and foster a positive team environment. You will act as the primary liaison between team members and management to ensure high quality support.

The role emphasizes team management, customer service excellence, and strong communication, with responsibility for onboarding, training, and process improvement across the support delivery lifecycle.

Qualifications

• Management experience preferred, though not required
• Self-motivated and proactive in identifying and resolving issues
• Strong attention to detail
• Professional demeanor with the ability to work effectively across all organizational levels
• Exceptional customer service and interpersonal abilities
• Strong written and verbal communication skills
• Proven problem-solving capabilities
• Consistent adherence to established processes and procedures
• Collaborative team player, adaptable in fast-paced, deadline-driven environments
• Analytical mindset with the ability to gather data and perform trend analysis
• Commitment to continuous improvement and professional growth
• Familiarity with ITIL/ITSM Best Practices

Responsibilities

• Supervise multiple direct reports, ensuring adherence to procedures, best practices, quality work, and SLAs.
• Analyze team bandwidth to identify self-service opportunities and process improvements.
• Understand applications and infrastructure to resolve issues across ticket lifecycle for best customer experience.
• Answer requests via phone, email, and Zendesk; gather information, assess impact, and troubleshoot.
• Serve as escalation point and perform trend analysis for proactive ticket resolution.
• Provide KPI reports and QA guidance.
• Assist in onboarding new hires.
• Collaborate with teams to diagnose and resolve issues.
• Conduct engaging training sessions for new team members.
• Provide mentorship and development opportunities.
• Set best practices and act as escalation point for support.
• Promote cross-training to broaden skills across support areas.
• Maintain knowledge bases to reduce resolution times.
• Collaborate to implement and optimize support tools and processes.

Skills

Team leadership

Customer service

Communication skills

Problem-solving

Analytical mindset

Attention to detail

ITIL/ITSM familiarity

Cross-functional collaboration

Mentoring/training

Adaptability

Data analysis

Process improvement

Tools

Zendesk

Jira Service Management

Job description

Tyler Technologies, Inc. in the Philippines is seeking a Supervisory Team Lead to oversee daily operations, meet productivity targets, and foster a positive team environment. You will act as the primary liaison between team members and management to ensure high quality support.

The role emphasizes team management, customer service excellence, and strong communication, with responsibility for onboarding, training, and process improvement across the support delivery lifecycle.