Onsite Software Support Team Lead

Tyler Technologies, Inc.; Overland Park (KS); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Tyler Technologies, Inc. is seeking a Software Support Supervisory Team Lead to guide a team of specialists onsite in Overland Park, KS. The role focuses on coaching, performance, and senior escalation to resolve complex customer inquiries across channels.

You will work with cross-functional teams to improve service quality, implement processes, and maintain high customer satisfaction while ensuring adherence to SLAs.

Qualifications

• Bachelor's or Associate degree preferred; equivalent experience considered.
• 3+ years of software support, technical support, or contact center experience.
• Proven track record coaching, mentoring, and supervising teams.

Responsibilities

• Lead Software Support Specialists and manage day-to-day team performance.
• Provide senior escalation support across phone, chat, and email channels.
• Coach employees, develop performance plans, and ensure quality/service level goals.
• Collaborate with leadership to improve processes and customer experience.

Skills

Leadership

Coaching

Communication

Escalation handling

Data analysis

Education

Bachelor's degree preferred

Tools

CRM systems

Ticketing systems

MS Office

Job description

Tyler Technologies, Inc. is seeking a Software Support Supervisory Team Lead to guide a team of specialists onsite in Overland Park, KS. The role focuses on coaching, performance, and senior escalation to resolve complex customer inquiries across channels.

You will work with cross-functional teams to improve service quality, implement processes, and maintain high customer satisfaction while ensuring adherence to SLAs.