Supervisory Team Lead - Enterprise Justice

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In collaboration with the Support Manager, the Supervisory Team Lead oversees a team of support specialists, ensuring the delivery of exceptional customer service while meeting departmental goals. The ideal candidate will combine technical expertise with strong leadership abilities and outstanding customer service skills. 

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

Location

Plano, Texas

Responsibilities

  • Track key performance indicators (staffing efficiency, volume, response times, and resolution rates) and implement adjustments to ensure exceptional client satisfaction.
  • Develop and implement comprehensive coaching, training, and performance review programs that include real-time feedback, one-on-one sessions, and group workshops.
  • Prepare and present weekly, monthly, and quarterly performance reports detailing team performance, customer issues, and support trends to guide business decisions.
  • Serve as the primary escalation point for complex client issues, proactively monitor customer feedback, and negotiate solutions that adhere to company policies.
  • Use survey feedback and direct client interactions to improve support strategies and continuously improve client satisfaction.
  • Delegate tasks effectively, monitor daily activity, and ensure timely follow-up and closure of support issues.
  • Assume additional responsibilities as needed, demonstrating flexibility and commitment to departmental and organizational success.
 

Qualifications

  • BS/BA degree in related field or equivalent experience is required.
  • 3 to 5+ years of experience in customer service or technical support is preferred.
  • 1+ years in a leadership or team lead role is ideal. This includes having managed teams directly, handled escalated issues, and been responsible for coaching and development of team members.
  • Experience in monitoring performance metrics, conducting data analysis, and generating reports to drive strategic improvements.
  • A proven track record of resolving escalated client issues.
  • Proven ability to assess current processes, identify gaps, and implement solutions that align with company policies while ensuring exceptional customer satisfaction.
  • Strong written and verbal communication skills are essential for engaging with both team members and customers.
  • Proficiency in conveying clear instructions and delivering effective coaching sessions to build a client-centric culture.
  • Familiarity with CRM platforms and data analysis tools (e.g., Excel, BI software) to produce actionable reports that support decision-making.
  • Analytical abilities paired with creative problem-solving skills to address unique customer challenges.
  • Experience in conflict resolution and ability to make data-informed decisions.
  • A positive, professional and team-oriented leader.
  • Strong desire to motivate and manage a team of support professionals.
 

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We’re also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Taking Care of You & Your Family

Your health and well-being are important to us. That’s why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.

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Requisition Number:2025-6916




Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
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