Director of Customer Support
53 minutes agoHeadSalary: 186K - 244KBoston; NYC; San FranciscoOnsiteFull TimeCustomer SupportJobs by Suno
Suno is an AI-powered music-creation platform that enables users to generate, edit, and share original songs.
Cambridge, United States
Funding history
About Suno
Suno Inc. operates a consumer AI music platform and browser-based generative audio workstation, Suno Studio, with music models and creation tools available across web and mobile.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own customer support end to end. You will set and manage service levels, run the support budget, design human and AI-assisted support experiences, improve operational processes, lead support specialists, and turn support signals into product decisions.
Requirements
- 7–9 years of support leadership experience
- Consumer technology experience
- Multi-channel support operations
- Data-driven operations
- Support P&L or cost-per-ticket management
- Process documentation and systematization
- AI-native or AI-assisted support tooling
- US work eligibility
- Willingness to travel up to 10%
Responsibilities
- Define, track, and manage SLAs across support channels
- Own the support P&L and scale capacity
- Design support experiences using human support, AI agents, help articles, and product fixes
- Build and improve operational processes and launch support channels
- Lead and develop a team of support ICs
- Partner with Product, Trust and Safety, Billing, and Legal on support-driven product decisions
Benefits
- Company equity package
- 401(k) with 3% employer match and Roth 401(k)
- Medical, dental, and vision insurance
- 11 paid holidays
- Unlimited PTO and sick time
- 16 weeks of paid parental leave
- Creative education stipend
- Commuter allowance
- In-office lunch five days per week