Senior Manager of Customer Support, Suno
$150-210k
+ Equity
More information about location
5 days a week in office
AI music generation tools
Be an early applicant
AI music generation tools
101-200 employees
Be an early applicant
$150-210k
+ Equity
More information about location
5 days a week in office
101-200 employees
Company mission
To build a future where anyone can make music.
Role
Who you are
- 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)
Desirable
- 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)
What the job involves
- As Sr. Manager of Support at Suno, you’ll own our customer support function end-to-end: setting and managing SLAs, running a lean P&L, and ensuring every user who needs help gets a high-quality experience
- You’ll lead a team of 6–8 support ICs and partner closely with Trust & Safety, Product, Billing, Legal, and Policy to solve some of our hardest customer-facing problems
- You’ll report to the Sr. Director of Customer Experience & Safety
- 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
Our take
Suno is a company leveraging AI for music creation, attempting to make it accessible to everyone, regardless of their musical background. The platform allows users to generate complete songs by inputting text prompts, breaking down the barriers that traditionally separate amateurs from professional musicians.
Unlike other AI music tools, Suno focuses on ease-of-use, enabling even those with no music theory knowledge to produce professional-sounding songs. This approach has already attracted a diverse user base, including everyday people and GRAMMY-winning artists.
Suno' rise has been fast and impressive, but it's now facing serious legal heat, including new lawsuits from independent artists. If it can defend its practices ad show respect for creators' rights, there's still a strong future ahead for the company.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Jun 2026
$400m
SERIES D
Nov 2025
$250m
SERIES C
Total funding: $775m
Company HQ
Mid-Cambridge, Cambridge, MA
Leadership
Mikey Shulman
(Co-Founder & CEO)Previously worked as Head of Machine Learning at Kensho Technologies. Also worked as a Lecturer for the MIT Sloan School of Management.
Georg Kucsko
(Co-Founder & CTO)Also works as a Lecturer at the MIT Sloan School of Management. Prior work includes Head of AI Research at Kensho Technologies.
Martin Camacho
(Co-Founder)Previously worked as Engineering Director at Firefly Health and Chief Architect and Board Director at Kensho Technologies.
Keenan Freyberg
(Co-Founder & COO)Worked in Business Devlopment at Pinshape, and as an Associate at Capco. Also worked through several roles at Kensho Technologies.
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