Supervisory Team Lead, Customer Service Specialist

Description

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.

Responsibilities

Team Leadership & 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 & 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 & 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 & 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 & 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 & 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 & 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.