Director of Customer Support

Suno
Boston, New York
Workplace: OnsiteFull timeUSD 150,000 - 210,000 annuallyFunction: Customer Support (Service Desk)Skills: []

Lead Suno's customer support function end-to-end, defining SLAs, managing a lean P&L, and shaping an AI-driven, scalable, data-informed support organization. Will manage 6–8 ICs and partner with Trust & Safety, Product, Billing, Legal, and Policy to solve core customer-facing challenges, driving high-quality experiences for a diverse global user base.

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FursaFursa
Suno
Suno
2 months ago

Director of Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead Suno's customer support function end-to-end, defining SLAs, managing a lean P&L, and shaping an AI-driven, scalable, data-informed support organization. Will manage 6–8 ICs and partner with Trust & Safety, Product, Billing, Legal, and Policy to solve core customer-facing challenges, driving high-quality experiences for a diverse global user base.
Location: Boston, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager level

Key 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.
Travel: Low travel

Pay and Benefits

Salary: USD 150,000 - 210,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kEquityPaid LeaveParental LeaveCommuter BenefitsMeal Allowance

Key Requirements

  • •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.
Tech Stack:AI-nativeAI-powered toolingLLMDeflection flowsChatbotsCopilots

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Suno
Develops AI-driven music generation tools that enable users to create original songs, instrumentals, and audio content from text prompts or melodies using generative models and creative workflows for musicians and creators.
Industry: Music Industry
Company Size: Small (11 to 50 employees)
Growth: Early Stage Startup
Founded: 2023
Website