Director of Customer Support

Boston. Posted 2 months ago

The role

You will own the customer support function end-to-end by managing SLAs and a lean P&L. You will lead a team of 6–8 support ICs and partner with various departments to solve customer-facing problems.

What you will do

Define, track, and manage SLAs across all support channels
Own the support P&L and manage costs
Design the support experience for different problem types
Build and iterate on operational processes
Lead and develop a team of 6–8 support ICs
Partner with Product, T&S, Billing, and Legal

Required qualifications

7–9 years of experience in support leadership
Background in consumer technology
Experience building or scaling multi-channel support operations
Data-driven operating style
Experience managing a support P&L or cost-per-ticket model
Strong process instincts
Experience with AI-native or AI-assisted support tooling

Nice to have

Hands-on experience building with LLM-powered support tools
Familiarity with Trust & Safety-adjacent support workflows
Background in the music industry or a music-adjacent platforms
Experience scaling a support org through rapid company or product growth
Hands-on work operating tiered support models
Background supporting billing, fraud, or identity-related user issues
Experience running community or self-serve support programs

Benefits

Company Equity Package
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)

Before you apply

Applicants must be eligible to work in the US

About the company

Suno is the fastest growing consumer entertainment company and the leader in AI music. They are building a creative entertainment platform where users can make music.