Head of Technical Success & Customer Experience

Broccoli AI; Utah; Híbrido; USD 150.000 - 210.000; Jornada completa

Descripción de la vacante

Broccoli is seeking a Technical Success Director in Lehi, Utah, to lead and scale the Technical Success function. You will bridge customers and Engineering, translate complex problems into actionable outcomes, and build scalable processes for support, incident management, and escalation.

You will lead a highly technical team, own escalation standards, and partner with Engineering and Product to drive customer outcomes in a fast-moving startup environment.

Formación

• 8-12+ years of experience in technical support, technical account management, solutions engineering, implementation, customer success, or a similar customer-facing technical role.
• 4+ years leading and developing technical teams, including building or redesigning a support or technical-success operating model.
• Experience supporting a mission-critical, integration-heavy SaaS product with cross-functional coordination across Support, Engineering, and Product.
• Demonstrated experience establishing escalation frameworks, SLAs, ticket routing, quality programs, incident processes, and durable feedback loops with Engineering and Product.

Responsabilidades

• Lead, coach, and develop the AI Tech Support team to a culture of ownership and customer obsession.
• Set clear expectations, goals, and performance standards; hire and scale the team as Broccoli grows.
• Bridge between customer-facing teams and Engineering to diagnose and translate complex issues into actionable solutions.
• Own the escalation communication loop, ensuring customers and internal teams understand status and next steps.
• Define scalable processes for support, troubleshooting, escalation, incident management, and issue resolution.

Conocimientos

Technical leadership

Customer success

Escalation frameworks

SLA management

Cross-functional collaboration

Technical communication

Descripción del empleo

Broccoli is seeking a Technical Success Director in Lehi, Utah, to lead and scale the Technical Success function. You will bridge customers and Engineering, translate complex problems into actionable outcomes, and build scalable processes for support, incident management, and escalation.

You will lead a highly technical team, own escalation standards, and partner with Engineering and Product to drive customer outcomes in a fast-moving startup environment.