Director of Customer Support

• As Sr. Manager of Support at Suno, you’ll own our customer support function end-to-end: setting and managing SLAs, running a lean P&L, and ensuring every user who needs help gets a high-quality experience
• You’ll lead a team of 6–8 support ICs and partner closely with Trust & Safety, Product, Billing, Legal, and Policy to solve some of our hardest customer-facing problems
• You’ll report to the Sr. Director of Customer Experience & Safety
• 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 as data-minded as it is customer-obsessed
• Partner with Product, T&S, 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

Benefits

• Retirement Match: Suno offers a Traditional 401(k) plan and Roth 401(k) plan with a 3% Safe Harbor company match.
• Medical, Dental & Vision: We offer competitive medical, dental, vision insurance for employees and dependents.
• Commuter Benefit: Generous monthly stipend for commuting expenses.
• Lunch Program: Suno offers free lunch 5 days a week in each of our office locations.
• Time Off: Suno employees are provided with unlimited paid time off as well as unlimited sick days + 11 company holidays.
• Creative Education Stipend: Annual reimbursements for creative education and development.
• Parental Leave: 16 weeks of fully paid parental leave to both birthing and non-birthing parents.

• 7–9 years of experience in support leadership, with a track record of building and managing high-performing teams
• A genuinely data-driven operating style — you set goals in metrics, track them rigorously, and use data to make decisions, not just report outcomes
• Background in consumer technology — you understand what it means to support a large, diverse user base with high expectations and low tolerance for friction
• Experience managing a support P&L or cost-per-ticket model
• Experience with AI-native or AI-assisted support tooling (deflection flows, chatbots, copilots for agents, or similar)
• Experience building or scaling multi-channel support operations (email, chat, in-app, etc.)
• Strong process instincts — you document, systematize, and build for repeatability
• Experience running community or self-serve support programs (help centers, forums, FAQs)
• Background supporting billing, fraud, or identity-related user issues
• Hands-on work operating tiered support models across distinct customer segments, including free and paid subscribers, enterprise or API clients, and high-profile creators or artists, with a strong sense of when and how to escalate and how to calibrate the experience for each tier
• Experience scaling a support org through rapid company or product growth
• Background in the music industry or a music-adjacent platforms, whether working with artists, labels, or music creators, with the ability to speak fluently about music production, audio editing, and/or the creative process
• Familiarity with Trust & Safety-adjacent support workflows
• Hands-on experience building with LLM-powered support tools — prompt design, workflow automation, or agent evaluation