Senior Manager of Customer Support

About the role

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.

What You’ll Need

• Must-Haves:
  • 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).
• Nice-to-Haves:
  • 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.
  • Experience supporting billing, fraud, or identity-related user issues.
  • Experience running community or self-serve support programs (help centers, forums, FAQs).