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About the Role

As Sr. Manager of Support at Suno, you will own the customer support function end-to-end, setting and managing SLAs, running a lean P&L, and ensuring high-quality user experiences. You will lead a team and partner with various departments to solve customer-facing problems, reporting to the Sr. Director of Customer Experience & Safety.

Responsibilities

• Define, track, and manage SLAs across all support channels, using data to identify trends and drive improvements.
• Own the support P&L, managing costs and scaling capacity with product and user growth.
• Design appropriate support experiences for different problem types, determining the best resolution path (human, AI, self-service).
• Build and iterate on operational processes to enhance team efficiency and reduce manual effort, including launching new support channels.
• Lead and develop a team of 6-8 support ICs, focusing on clear expectations, quality coaching, and fostering a data-minded, customer-obsessed culture.
• Partner with Product, T&S, Billing, and Legal to integrate support signals into product decisions.

Requirements

• 7-9 years of experience in support leadership with a track record of building and managing high-performing teams.
• Background in consumer technology, understanding the needs of a large, diverse user base.
• Experience building or scaling multi-channel support operations (email, chat, in-app, etc.).
• Genuinely data-driven operating style, setting and tracking metrics rigorously.
• Experience managing a support P&L or cost-per-ticket model.
• Strong process instincts with experience in documentation, systematization, and building for repeatability.
• Experience with AI-native or AI-assisted support tooling.
• Hands-on experience building with LLM-powered support tools (prompt design, workflow automation, agent evaluation).
• Familiarity with Trust & Safety-adjacent support workflows.
• Background in the music industry or music-adjacent platforms.
• Experience scaling a support organization through rapid company or product growth.
• Hands-on work operating tiered support models across distinct customer segments.
• Background supporting billing, fraud, or identity-related user issues.
• Experience running community or self-serve support programs.
• Must be eligible to work in the US.
• Willingness to travel up to 10%.

Skills

• AI-native support tooling
• AI-assisted support tooling
• LLM-powered support tools
• Prompt design
• Workflow automation
• Agent evaluation
• Multi-channel support operations
• Data analysis
• Process improvement
• P&L management
• Customer support leadership
• Team management
• Music production
• Audio editing
• Creative process

Location

• Suno office

Work Type

• Onsite
• Full-time

Experience Level

• Senior
• 7-9 years

Benefits

• Competitive equity packages
• 401(k) with 3% Employer Match & Roth 401(k)
• Medical, Dental, & Vision Insurance (PPO w/ HSA & FSA options)
• 11 Paid Holidays + Unlimited PTO & Sick Time
• 16 Weeks of Paid Parental Leave
• Creative Education Stipend
• Generous Commuter Allowance
• In-Office Lunch (5 days per week)

About the Company

• Suno is building the world's first creative entertainment platform where everyone can experience the joy of making music.
• Suno is the fastest growing consumer entertainment company and the leader in AI music.
• The company is backed by leading investors including Bond Capital, Menlo Ventures, Lightspeed Venture Partners, IVP, Forerunner, Union Square Ventures, Alkeon, Quiet, Matrix Partners, Schroders Capital and, NVentures.

Equal Opportunity

• Suno is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances.
• We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the Massachusetts Fair Chance in Employment Act, NYC Fair Chance Act, LA City Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.