Head of Customer Support

Your Job

GCH Technologies operates the U.S.

Short Code Registry, in partnership with CTIA, the administrative platform that manages how brands apply for, vet, and lease the short codes behind business-to-consumer messaging at scale.

The system underpins billions of messages annually, including two-factor authentication and emergency alerts that most people rely on without knowing the infrastructure exists.

GCH launched the modernized Short Code Registry in January 2026 and continues to innovate across an expanding product portfolio.

Our Team

We're seeking a seasoned support desk leader to mature and evolve the technical support operations that match the critical nature of the infrastructure we provide.

We are modernizing the customer experience to make it more intuitive, responsive, and capable of meeting ecosystem needs.

This role requires a professional and motivated individual who has run a support desk at scale, leads with a player-coach mentality, and understands how excellent B2B customer interactions can positively impact the success of an organization.

Working in close collaboration with GCH's Customer Experience, Product, and Engineering teams, you will drive a seamless end-to-end experience for major U.S.

carriers, leading messaging providers, and enterprise brands.

As we bring new products to market, this role will grow with us to deliver industry-changing solutions that have a positive impact on millions of people who use wireless everyday.

What You Will Do


* Evolve and systematize the support desk: Define and mature ticketing workflows, SLAs, triage protocols, and quality standards that reflect our commitment to operational excellence and zero-disruption service


* Lead and develop your team: Coach team members across all experience levels, build structured training programs, and foster a culture of continuous improvement


* Own ticket management: Ensure timely response, accurate routing, and efficient resolution of customer inquiries and technical issues related to Registry operations, API functionality, billing, and platform features


* Partner with Customer Experience: Work in close collaboration with the CX team to escalate complex issues, transition account-level concerns, and share customer insights that inform our customer-driven development approach


* Drive operational metrics: Track and improve key support KPIs including response time, resolution time, customer satisfaction, and first-contact resolution rates


* Enable customer success: Resolve barriers quickly and ensure our customers can operate efficiently on infrastructure they depend on


* Collaborate cross-functionally: Work with Engineering and Product teams to resolve technical issues, surface patterns, and feed customer intelligence back into platform development


* Build for scale: Partner with our Technical Writer to develop self-service resources and documentation that reduce ticket volume and improve customer outcomes

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