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).
