Suno — Senior Manager of Customer Support

job posting·professional role·active

Official active full-time posting for Senior Manager of Customer Support at Suno, located in Boston; NYC.

Verified facts

Official site	https://jobs.ashbyhq.com/suno/d268f2b0-b8cb-4f1c-9d7a-3700c029180f ↗
Geography	United States
job board posting id	d268f2b0-b8cb-4f1c-9d7a-3700c029180f
team	Support
location	Boston; NYC
seniority	manager_or_lead
department	Support
exact title	Senior Manager of Customer Support
role family	finance_and_operations
closing date	unknown
compensation	disclosed: false · parse state: not_publicly_disclosed
posting date	2026-06-29
employer name	Suno
posting status	active
workplace type	on-site
employment type	full-time
required skills	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).
selection basis	official_current_board_freshness_or_domain_critical_role
employer subtype	generative_music_company
preferred skills	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; Background supporting billing, fraud, or identity-related user issues.; Experience running community or self-serve support programs (help centers, forums, FAQs).
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.; 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.
work authorization	Applicants must be eligible to work in the US.
education requirements	unknown