Senior Director of Customer Experience & Safety Operations, Suno
$239-270k
+ Offers Equity
More information about location
5 days a week in office
AI music generator
Job no longer available
AI music generator
201-500 employees
Job no longer available
$239-270k
+ Offers Equity
More information about location
5 days a week in office
201-500 employees
Company mission
To build a revolutionary creative platform powered by the world's best music model to bring the joy of musical expression to everyone, everywhere.
Role
Who you are
- 12+ years in operations, strategy, or customer-facing functions
- Proven 0-to-1 ops builder — support, T&S, or customer operations built from scratch
- Analytically strong and data-driven — SLAs, reporting frameworks, operational decisions
- Experience with AI-native or AI-augmented support tooling and workflow design
- Consumer technology, UGC, creator, or music/entertainment platform experience
- Cross-functional operator — has worked across product, engineering, and legal to translate customer signal into action
- Vendor and BPO management at scale
Desirable
- Experience formally running a support organization
- Experience scaling community as a growth channel
- Platform responsibility or policy-adjacent operations experience
- Consulting or strategy firm background (Accenture, McKinsey, Kearney, or similar)
What the job involves
- Suno is looking for its first leader of Customer Experience & Safety Operations — a builder and operator who will spearhead our Support and Community teams and lead the operational functions that support our Trust and Safety organization
- You'll sit at the intersection of our customers and the product and engineering teams who build for them, turning customer signals into action and setting the standard for how Suno earns and keeps the trust of millions of creators
- Lead Customer Experience at Suno, setting the standard for how we show up for our users at every touchpoint
- Lead and grow a world class team and define what world-class looks like at an AI-native music company
- Ensure that our Customer Experience organization is AI-native and customer-first, standing up the right mix of vendors, internal channels, and automation at scale
- Own the feedback loop between customers and product — ensuring bugs, friction, and user insights consistently inform the roadmap
- Build and grow community across Reddit, Discord, and beyond as both are a core function and an organic growth lever
- Maintain a best-in-class Knowledge Base that scales self-service as the platform grows
- Define what Trust & Safety operations means at Suno and build it from the ground up while working in close partnership with product, engineering, and legal
- Ensure that our operational response to user reports, appeals, and legal requests is managed responsibly and effectively
- Manage ground truthing and data annotation efforts in support of our internal Trust and Safety workflows
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.
Whether the vision sits comfortably with the wider music community is another matter. For many, AI-generated music still raises ethical questions around ownership and the value of human artistry. But with investors continuing to back Suno with hundreds of millions of dollars, it's clear they believe AI music is here to stay.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jun 2026
$400m
SERIES D
Nov 2025
$250m
SERIES C
Total funding: $775m
Company benefits
- Retirement Match: Suno offers a Traditional 401(k) plan and Roth 401(k) plan with a 3% Safe Harbor company match.
- Medical, Dental & Vision: We offer competitive medical, dental, vision insurance for employees and dependents.
- Lunch Program: Suno offers free lunch 5 days a week in each of our office locations.
- Commuter Benefit: Generous monthly stipend for commuting expenses.
- Time Off: Suno employees are provided with unlimited paid time off as well as unlimited sick days + 11 company holidays.
- Creative Education Stipend: Annual reimbursements for creative education and development.
- Parental Leave: 16 weeks of fully paid parental leave to both birthing and non-birthing parents.
Company HQ
Mid-Cambridge, Cambridge, MA
Leadership
Mikey Shulman
(Co-Founder & CEO)Mikey is currently a Lecturer at MIT Sloan School of Management, a role they have held since 2018. Previously, they were the Head of Machine Learning at Kensho Technologies.
Georg Kucsko
(Co-Founder & CTO)Georg previously worked at MIT Sloan School of Management at a Lecturer. They also served as the Head of AI Research at Kensho Technologies.
Martin Camacho
(Co-Founder & President)Prior to co-founding Suno in 2022, Martin was the Head of Engineering at Firefly Health. Before that, they were the first employee at Kensho Technologies, spending nearly 6 years there as a Chief Architect and Board Director.
Keenan Freyberg
(Co-Founder & COO)Keenan is also the co-founder of Lakehold where they serve as a General Partner. Previously, they spent nearly 4 years at Kensho Technologies working in Client Operations, Product Management and Strategic Initiatives. They also worked at Capco as an Associate and at Pinshape as a Business Developer.
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