Hybrid Support Center Manager — Customer Experience

Tyler-Technologies-29572f8; Overland Park (KS); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Tyler Technologies is seeking a Support Manager to lead the software support center across phone, chat, email, and ticket channels. You will directly guide the Supervisory Team Lead and Software Support Specialist roles, set service strategy, and partner with senior leaders to deliver a compliant, customer-focused support experience.

The role is hybrid, requiring 3 days onsite at our Overland Park, KS office per week (Tuesdays–Thursdays).

Qualifications

• Associate or bachelor’s degree preferred, or equivalent combination of education and relevant experience.
• Three+ years of people-management experience leading supervisors or team leads.
• Experience managing performance metrics, workforce capacity, service levels, and employee development.
• Experience with payment processing, billing, government programs, reservation systems, SaaS, and enterprise software platforms.
• Strong leadership, coaching, delegation, performance-management, and organizational-development skills.
• Ability to lead through other leaders with accountability and visibility into frontline operations.
• Excellent verbal, written, and executive communication skills.
• Ability to interpret operational and financial data, identify trends, and translate findings into actions.
• Strong customer orientation and ability to manage escalated customer situations professionally.

Responsibilities

• Lead, coach, and develop direct reports with clear expectations and accountability.
• Provide leadership for support personnel through the team’s supervisory structure with coaching and performance management.
• Establish leadership cadence with regular 1:1s, staff meetings, and performance reviews.
• Partner with HR and senior leadership on workforce planning, recruitment, onboarding, and retention.
• Create an inclusive culture focused on continuous learning and high customer service standards.
• Build cross-functional partnerships to support service delivery objectives.
• Set and reinforce customer experience standards across channels.
• Escalate and coordinate resolution for complex customer issues with executive communications.
• Ensure accurate, empathetic, and timely support for software, billing, reservations, and transactions.
• Use feedback and data to identify service gaps and drive improvements.

Skills

Leadership

Coaching

Performance metrics

Executive communication

Project management

Analytical thinking

Collaboration

Change management

Education

Bachelor’s degree preferred

Tools

SaaS platforms

Payment systems

Office software

Support center tech

Job description

Tyler Technologies is seeking a Support Manager to lead the software support center across phone, chat, email, and ticket channels. You will directly guide the Supervisory Team Lead and Software Support Specialist roles, set service strategy, and partner with senior leaders to deliver a compliant, customer-focused support experience.

The role is hybrid, requiring 3 days onsite at our Overland Park, KS office per week (Tuesdays–Thursdays).