Director of Customer Support

• 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.

• 7-9 years of experience in support leadership, with a track record of building and managing high-performing teams.

• 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 building or scaling multi-channel support operations (email, chat, in-app, etc.).

• A genuinely data-driven operating style - you set goals in metrics, track them rigorously, and use data to make decisions, not just report outcomes.

• Experience managing a support P&L or cost-per-ticket model.

• Strong process instincts - you document, systematize, and build for repeatability.

• Experience with AI-native or AI-assisted support tooling (deflection flows, chatbots, copilots for agents, or similar).

• Hands-on experience building with LLM-powered support tools - prompt design, workflow automation, or agent evaluation.

• Familiarity with Trust & Safety-adjacent support workflows.

• 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

• Experience scaling a support org through rapid company or product growth.

• 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

• Background supporting billing, fraud, or identity-related user issues.

• Experience running community or self-serve support programs (help centers, forums, FAQs).

• 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)

Suno is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the Massachusetts Fair Chance in Employment Act, NYC Fair Chance Act, LA City Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.