New

Head of Customer Support

Koch Business Solutions, LP
life insurance, parental leave
United States, Kansas, Wichita
Apr 11, 2026
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 Who You Are (Basic Qualifications) Proven experience with a demonstrated track record of leading B2B technical or infrastructure support desk operations. Hands-on experience running a service desk with ownership of metrics, staffing, and process design. Deep familiarity with Zendesk or comparable ticket management systems. Proven ability to coach and develop team members at all career stages and willingness to roll up your sleeves and be hands-on when required. Strong technical aptitude, comfortable with complex product functionality, API operations, and troubleshooting. Sharp escalation judgment, knows when to resolve internally vs. engage specialized teams. Process-oriented mindset with a track record of building repeatable, scalable workflows. Customer-first apporach aligned with our mission of enabling legitimate business communications while protecting customers. Excellent interpersonal and communication skills, with the ability to engage effectively across customers, executives, and internal stakeholders. What Will Put You Ahead Experience in telecommunications, messaging infrastructure, or the mobile messaging ecosystem (carriers, CPaaS & application providers, aggregators, brands). Prior work supporting SaaS or API-based products at scale. Familiarity with regulated industries or critical infrastructure environments. Practical knowledge of ITIL or other service management frameworks. Experience implementing support tooling, chatbots, or self-service portals to reduce ticket volume and improve customer outcomes. At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy. Hiring Philosophy All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here. Who We Are At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company. Our Benefits Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter. Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results. Equal Opportunities Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aqui, or tu).