Senior Manager of Customer Support

What You’ll Do

• Define, track, and manage 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, Trust & Safety, Billing, and Legal to close the loop between support signals and product decisions.

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, supporting a large, diverse user base with high expectations.
• Experience building or scaling multi-channel support operations (email, chat, in-app, etc.).
• A genuinely data-driven operating style: set goals in metrics, track them rigorously, and use data to make decisions.
• Experience managing a support P&L or cost-per-ticket model.
• Strong process instincts: 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 music-adjacent platforms, with fluency in 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 (free/paid subscribers, enterprise/API clients, high-profile creators/artists).
• Background supporting billing, fraud, or identity-related user issues.
• Experience running community or self-serve support programs (help centers, forums, FAQs).