Suno
Director of Customer Support
Boston · Director · Full-time
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About the role
- Director of Customer Experience & Safety.
- Listen to the song we made about it: https://suno.com/s/m58ZXW9Sn5TenL7C
- setting and managing SLAs, running a lean P&L, and ensuring every user who needs help gets a high-quality experience.
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 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.
- 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.).
- Experience managing a support P&L or cost-per-ticket model.
- Strong process instincts - you document, systematize, and build for repeatability.
Requirements
- 7-9 years of experience in support leadership, with a track record of building and managing high-performing teams.
- Experience with AI-native or AI-assisted support tooling (deflection flows, chatbots, copilots for agents, or similar).
- Applicants must be eligible to work in the US.
Compensation
- The actual base salary offered may vary depending on location, skills, qualifications, and experience.
Benefits
- Company Equity Package
- 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
Equal opportunity
- Equal Opportunity Employer.
This listing is sourced directly from Suno's careers page and normalized into a canonical job model.