Senior Manager of Customer Support

About the Company

Suno is the fastest growing consumer entertainment company and the leader in AI music. We're building the world's first creative entertainment platform, where the entire world can feel the joy and fulfilment of making music.

Responsibilities

• Define, track, and manage SLAs across all support channels
• Own the support P&L and manage costs while scaling capacity
• Design support experiences including human, AI agent, and self-serve options
• Build and iterate on operational processes and new support channels
• Lead and develop a team of 6–8 support ICs
• Partner with Product, T&S, Billing, and Legal to close the loop on support signals

Requirements

• 7–9 years of experience in support leadership
• Background in consumer technology
• Experience building or scaling multi-channel support operations
• Data-driven operating style with experience in metrics and goal setting
• Experience managing a support P&L or cost-per-ticket model
• Experience with AI-native or AI-assisted support tooling
• Strong process documentation and systematization skills

Preferred Qualifications

• Hands-on experience building with LLM-powered support tools
• Familiarity with Trust & Safety-adjacent support workflows
• Background in the music industry or music-adjacent platforms
• Experience scaling support organizations through rapid growth
• Experience operating tiered support models for different customer segments
• Background supporting billing, fraud, or identity-related issues
• Experience running community or self-serve support programs