Director of Technical Success

About Broccoli 🥦 At Broccoli, we're building AI teammates for the people who build and maintain our world. We partner with plumbing, HVAC, and electrical contractors, the hardworking businesses that keep homes and communities running, and replace fragmented software and repetitive manual work with AI that actually gets the job done. Our AI teammates answer phones, book appointments, follow up with customers, recover missed revenue, and help contractors deliver exceptional customer experiences, all while integrating seamlessly with platforms like ServiceTitan. Before we wrote a single line of code, we visited more than 140 contractors to understand how these businesses truly operate. That firsthand experience shaped everything we've built. Today: Hundreds of contractors rely on Broccoli every day. We've grown to $15M+ ARR in under two years. We're trusted by everyone from independent contractors to some of the largest private equity backed operators in the home services industry. We're backed by Khosla Ventures and Y Combinator. We're still just getting started. The Role We're hiring a Technical Success Director to lead and scale Broccoli's Technical Success function. Technical Success sits at the intersection of our customers, our product, and our Engineering team. As the leader of this function, you'll make sure complex customer problems don't get lost between tea [... source excerpt omitted ...] You'll build a team that can deeply understand technical issues, represent the customer's needs to Engineering, and translate technical solutions back into clear outcomes for the customer. You'll serve as the bridge between customers and Engineering, bringing customer context, business impact, and technical detail together to ensure we're solving the right problems and solving them well. At the same time, you'll build the people, processes, and systems that allow Technical Success to scale alongside Broccoli. You'll lead a highly technical team, establish how we handle support escalations, define SLAs and ticket flows, develop strong partnerships with Engineering and Product, [... source excerpt omitted ...] better experiences. This is a hands-on leadership role for someone who enjoys solving complex problems, developing people, building systems, and operating at the intersection of customer experience and technology. What You'll Do 1. Lead the Team Lead, coach, and develop the AI Tech Support team, creating a culture of ownership, technical excellence, and customer obsession Set clear expectations, goals, and performance standards for the team Hire and scale the team as Broccoli's customer base and technical needs grow Develop technical expertise across the team through coaching, training, documentation, and hands-on problem solving Create an environment where team members