Suno

4 weeks ago

Senior Manager of Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour 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

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Suno

4 weeks ago

Senior Manager of Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

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

Industry: Music Industry

Company Size: Small (11 to 50 employees)

Growth: Early Stage Startup

Founded: 2023

Website