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Director of Customer Support

Suno· Operations
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Boston, NYC, San Francisco$186k - $244kFull-timePosted 3mo ago

About the role

Director of Customer Experience (Support) at Suno, owning the customer support function end-to-end in a fast-growing AI music platform. Responsible for SLAs, P&L, multi-channel support, and cross-functional collaboration with Product, Trust & Safety, Billing, Legal, and Policy.

Responsibilities

  • Define, track, and manage to SLAs across all support channels — using data to surface trends, identify gaps, and drive continuous improvement in resolution time and quality.
  • Own the support P&L, managing costs while scaling capacity intelligently as the product and user base grow.
  • Design the right support experience for each problem type — deciding when a user needs a human, an AI agent, a help article, or a proactive fix upstream in the product.
  • Build and iterate on operational processes that make the team faster, more consistent, and less reliant on manual effort — including launching new support channels.
  • Lead and develop a team of 6–8 support ICs, setting clear expectations, coaching on quality, and building a culture that’s data-minded and customer-obsessed.
  • Partner with Product, Trust & Safety, Billing, and Legal to close the loop between support signals and product decisions — helping Suno build toward a future where creative fulfillment is a daily reality for everyone.

Qualifications

  • 7–9 years of experience in support leadership, with a track record of building and managing high-performing teams.
  • Background in consumer technology — experience supporting a large, diverse user base with high expectations and low tolerance for friction.
  • Experience building or scaling multi-channel support operations (email, chat, in-app, etc.).
  • A genuinely data-driven operating style — setting goals in metrics, tracking rigorously, and using data to make decisions.
  • Experience managing a support P&L or cost-per-ticket model.
  • Strong process instincts — documenting, systematizing, and building for repeatability.
  • Experience with AI-native or AI-assisted support tooling (deflection flows, chatbots, copilots for agents, or similar).

Skills

Required:Leadership of support teamsMulti-channel supportData-driven decision making

Benefits

  • Company Equity Package
  • 401(k) with 3% Employer Match & Roth 401(k)
  • Medical, Dental, & Vision Insurance (PPO w/ HSA & FSA options)
  • 11 Paid Holidays + Unlimited PTO & Sick Time
  • 16 Weeks of Paid Parental Leave
  • Creative Education Stipend
  • Generous Commuter Allowance
  • In-Office Lunch (5 days per week)
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Suno

Create stunning original music for free in seconds using AI.

Create stunning original music for free in seconds using AI. Make your own masterpieces, share with friends, and discover music from artists worldwide.

AI MusicMusic CreationMusic GenerationMusic Sharingai-plg-top-20liquid-ai-recruiting-target
Company profileWebsite

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