About GCH Technologies

GCH Technologies was established to deliver innovative and transformative solutions to the telecommunications industry. Founded by industry veterans with extensive experience in messaging and wireless communication, GCH serves as a neutral party dedicated to advancing the wireless ecosystem.

At GCH, we believe in fostering a culture that values authenticity, empathy, and excellence. Our approach centers on understanding and serving our customers with unmatched dedication and expertise. We recognize and reward team members who consistently go above and beyond, bringing their unique skills and perspectives to our collaborative environment.

We take pride in our team-first mentality, where collective success drives individual growth. Our comprehensive compensation structure reflects this philosophy, ensuring that when GCH succeeds, every team member shares in that success. This collaborative spirit, combined with our commitment to excellence, enables us to deliver exceptional service and maintain our position as a trusted partner in the telecommunications industry.

Position Overview

We are seeking an experienced “hands on” Customer Success Team Lead to join GCH Technologies. Reporting to the Vice President of Customer Success, the ideal candidate will provide leadership to our Customer Success team while leveraging their deep understanding of the mobile messaging ecosystem to deliver exceptional support to our clients.

Technical Knowledge Requirements

Experience of Mobile Messaging ecosystem, including:
Short Codes, 10DLC provisioning, compliance and best practices
Rich Communication Services (RCS) enablement
SMS/MMS protocols and delivery mechanisms
Mobile carrier requirements and regulations
Message routing and delivery workflows
Familiarity with messaging platforms and APIs
Understanding of telecom industry standards and compliance requirements
Experience with mobile messaging vetting and compliance processes
Knowledge of Vetting Authorities and their requirements
Familiarity with industry compliance standards and best practices for message sender verification

Key Responsibilities

Lead and mentor a team of Customer Success representatives, providing guidance, coaching, and performance feedback
Develop and implement Customer Success strategies aligned with company objectives
Monitor team performance metrics and implement improvements to enhance customer satisfaction
Serve as an escalation point for complex technical issues related to mobile messaging services
Collaborate with cross-functional teams to resolve customer concerns and improve service delivery
Create and maintain documentation for Customer Success processes and mobile messaging solutions
Conduct regular team meetings and training sessions to ensure knowledge sharing and skill development
Develop and deliver training programs to GCH customers on applications and platform capabilities
Analyze customer feedback and success trends to identify opportunities for improvement

Required Qualifications

Bachelor's degree in Business, Communications, or related field
5+ years of Customer Success experience in telecommunications or mobile messaging industry
2+ years of team leadership or supervisory experience
Proven track record of leading successful Customer Success initiatives
Strong technical troubleshooting and problem-solving abilities
Demonstrated ability to manage multiple priorities and adapt to changing situations
Excellence in written and verbal communication, with strong interpersonal skills
Experience with Customer Success software and CRM systems
Proven ability to build and maintain strong professional relationships with both team members and customers

Preferred Qualifications

Experience implementing and using Zendesk for customer support management; Zendesk certifications are a plus
Experience developing dashboards with AWS QuickSight
Experience at a Content Provider, Application Service Provider (ASP), Direct Connection Aggregator (DCA), or Mobile Carrier is a plus
Professional certifications in Customer Success management
Background in technical support for enterprise messaging solutions

Key Competencies

Leadership and team development with focus on mentoring and talent management
Strategic thinking and decision-making
Technical problem-solving and critical observation
Customer Success excellence and emotional intelligence
Project management
Conflict resolution and negotiation
Communication and interpersonal skills, including active listening
Cross-functional collaboration and relationship building
Adaptability and change management
Excellent time management and organizational skills with ability to handle multiple priorities
Strong work ethic demonstrating integrity, dependability, and professionalism
Creative problem-solving and innovative thinking
Self-motivation and initiative
Empathy and diplomacy in customer and team interactions

What We Offer

Competitive salary plus bonus and comprehensive benefits/vacation package
Professional development opportunities
Dynamic and innovative work environment
Career growth potential
Remote work flexibility
Company-sponsored training and certifications

Location and Support Hours

This is a 100% remote position. Candidates must be based in the United States. The Customer Success team provides support Monday through Friday from 9:00 AM to 8:00 PM EST. The ability to work flexible hours within this time frame is required to ensure comprehensive coverage and accommodate customers across different time zones. Weekend support is not required (with exceptions).

GCH Technologies Inc.

New Jobs

Mobile Messaging - Customer Success Team Lead