# Senior Manager of Customer Support

**Company:** [Suno](https://hotfix.jobs/companies/suno)
**Location:** Boston, MA, New York, NY
**Role:** Support Engineering
**Salary:** $150k – $210k/yr
**Experience:** 7+ years
**Skills:** Support Leadership, P&L Management, Multi-Channel Support, Data-Driven Decision Making, Ai Support Tools, Llm-Powered Tools, Trust & Safety, Customer Experience, Process Optimization, Team Development, Sla Management, Consumer Tech Support
**Posted:** 2026-06-29

> Lead Suno's customer support organization end-to-end as an AI-first, data-driven function. Own SLAs, P&L, team of 6-8, operational processes, and cross-functional partnerships with Product, Trust & Safety, and Billing to deliver high-quality support at scale for a rapidly growing AI music platform.

## Job Description

## 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).

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