Hybrid Support Center Manager

Tyler Technologies, Inc.; Overland Park (KS); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Tyler Technologies, Inc. is seeking a Support Manager to lead the software support center across phone, chat, email, and tickets. This role drives service strategy, collaborates with leadership, and ensures a compliant, customer-focused experience.

The position is hybrid, requiring 3 days onsite at Overland Park, KS per week (Tuesdays–Thursdays). You will oversee supervisory roles, manage performance, and partner with HR on workforce planning and development while maintaining high standards of

Qualifications

• Associate or bachelor’s degree preferred, or an equivalent combination of education and relevant experience.
• Three or more years of people-management experience, including experience leading supervisors or team leads.
• Experience with payment processing, billing, financial reporting, and SaaS/enterprise software platforms.

Responsibilities

• Lead, coach, and develop direct reports with clear expectations and accountability.
• Provide leadership for support personnel through the team’s supervisory structure and ensure coaching and performance management.
• Establish operating plans, staffing, schedules, and contingency plans aligned to demand.
• Define KPIs, dashboards, and reporting; analyze trends and take corrective action.
• Sponsor process improvement and technology initiatives to improve quality and customer outcomes.

Skills

People management

Leadership

Customer service

SaaS

Executive communication

Analytics

Education

Bachelor's degree

Tools

Microsoft Office

CRM systems

Ticketing systems

Job description

Tyler Technologies, Inc. is seeking a Support Manager to lead the software support center across phone, chat, email, and tickets. This role drives service strategy, collaborates with leadership, and ensures a compliant, customer-focused experience.

The position is hybrid, requiring 3 days onsite at Overland Park, KS per week (Tuesdays–Thursdays). You will oversee supervisory roles, manage performance, and partner with HR on workforce planning and development while maintaining high standards of