Customer Support Team Lead

GCH Technologies; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Customer Support Team Lead to shape support operations in the dynamic A2P messaging landscape. This remote role offers a unique opportunity to lead a team, develop processes, and enhance customer experiences in a collaborative environment. With a focus on compliance and operational excellence, you will play a pivotal role in guiding customers through messaging onboarding and ensuring efficient platform support. Join a dedicated team that values authenticity and fosters growth, where your contributions will directly impact the success of cutting-edge telecommunications solutions. If you are passionate about customer service and compliance, this is the perfect opportunity for you.

Benefits

Competitive salary plus bonus

Comprehensive benefits/vacation package

Dynamic and innovative work environment

Company-sponsored training and certifications

Remote work flexibility

Qualifications

• 5+ years in business messaging compliance or operations at an aggregator or carrier.
• 2+ years in a customer-facing support or operations role.

Responsibilities

• Develop internal playbooks and standard operating procedures for messaging products.
• Manage end-to-end support operations and handle customer inquiries.

Skills

A2P messaging compliance

Customer service

Problem-solving

Communication skills

Attention to detail

Education

Bachelor's degree in Business, Communications, Engineering or related fields

Tools

Zendesk

Ticket management systems

Job description

Get AI-powered advice on this job and more exclusive features.

GCH Technologies was established in 2024 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. We are currently in the process of developing multiple new products to support the wireless community in the US and building out our core team.

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 a Customer Support Team Lead to oversee our platform support operations and compliance/vetting/verification review processes & procedures. This role combines hands-on platform support with deep A2P messaging expertise, reporting to the Vice President of Customer Success.

The ideal candidate brings hands-on experience from the commercial messaging ecosystem, particularly from roles at Direct Connect Aggregators (DCAs), Communications Service Providers (CSPs), Application Service Providers (ASPs), or Independent Software Vendors (ISVs). We are interested in candidates who have experience working in a customer service/support role as well as operations. This background will be essential in guiding both team members and customers through A2P messaging onboarding while maintaining efficient platform support operations.

As our first Customer Support Team Lead, you will help define our support operations and play a key role in building the team. You'll develop support processes, create documentation, and help scale the team through strategic hiring. Initially hands-on in handling platform-related inquiries, troubleshooting, and compliance verification processes, you'll gradually transition to leading and mentoring new team members as we grow.

Key Responsibilities

• Develop clear internal playbooks and standard operating procedures for supporting our messaging-related products
• Create external customer-facing guides and collateral
• Collaborate with product teams to identify opportunities for automating compliance related activities
• Configuration and optimization of our ticketing platform (Zendesk) and integration with external applications
• Partner with product to recommend ways to automate manual support compliance review activities
• Serve as the voice of the customer in product development discussions, advocating for user experience improvements and platform enhancements based on experience, direct customer feedback and support interactions
• Manage end-to-end support operations by directly handling customer inquiries, owning ticket queue prioritization, performing platform troubleshooting and compliance verification processes, while ensuring timely resolution of all customer issues
• Guide customers through messaging compliance processes including:
• Brand and campaign vetting and verification
• Campaign content review and approval
• Serve as the escalation point for complex compliance-related issues
• Monitor and report on team performance metrics and implement process improvements
• Train and mentor support team members on messaging compliance requirements and platform functionality

Technical Knowledge Requirements

• Deep understanding of A2P business messaging ecosystem:
• Intricacies of the different messaging products currently available (Short Code, 10DLC, RCS)
• Messaging campaign/agent creation and best practices
• Onboarding processes
• Familiarity with messaging compliance frameworks and processes:
• A2P messaging regulations and carrier requirements (TCPA, CTIA Best Practices, carrier specific requirements, etc.)
• Brand and campaign verification workflows
• Data submission
• Vetting/Verification
• In-market monitoring
• Working knowledge of the Google RCS Platform and RCS Business Messaging (RBM):
• Universal Profile RCS standards and compliance
• User experience of the Google Agent submission process

Qualifications

• Bachelor's degree in Business, Communications, Engineering or related fields
• 5+ years’ experience in business messaging compliance or operations at an aggregator, content provider, or carrier
• 2+ years’ experience in a customer-facing support or operations role
• Demonstrated experience with messaging compliance verification processes
• Strong understanding of carrier compliance requirements and industry best practices
• Excellent problem-solving abilities with strong attention to detail
• Outstanding written and verbal communication skills
• Experience with ticket management systems and support operations
• Proven ability to build and maintain strong professional relationships with both team members and customers
• Experience implementing and using Zendesk for customer support management; Zendesk certifications are a plus (preferred)

What We Offer

• Competitive salary plus bonus and comprehensive benefits/vacation package
• Dynamic and innovative work environment
• 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).

How to Apply

Submit your resume and cover letter highlighting your messaging compliance and support operations experience to [e-mail]. Include "Customer Support Team Lead - Messaging Compliance" in your subject line.

GCH Technologies is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability status.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Business Consulting and Services