---
title: 'Director of Customer Support at Suno'
canonical: 'https://feeny.ai/job/director-of-customer-support-suno-boston-a7j4gxr2bbs3'
type: 'job'
last_seen: '2026-09-06'
---

# Director of Customer Support at Suno

- **Company:** Suno
- **Location:** Boston, MA
- **Compensation:** $150k–$210k
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-09-03
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/suno/d268f2b0-b8cb-4f1c-9d7a-3700c029180f/application

**Skills:** Support leadership, Multi-channel support operations, Data-driven decision making, Support P&L management, AI-native support tooling, Chatbots, Copilots for agents, LLM-powered support tools, Prompt design, Workflow automation, Agent evaluation, Trust & Safety workflows, Tiered support models, Billing support, Fraud support, Identity-related support, Community support programs, Self-serve support programs

> Own the end-to-end customer support function, including SLAs, P&L, and team leadership. Partner with cross-functional teams to drive data-driven improvements in resolution time and quality while scaling support operations for a fast-growing AI music platform.

## Job description

## ABOUT SUNO

We're building the world's first creative entertainment platform, where the entire world can feel the joy and fulfillment of making music. Music is for everyone: Our users include everyone from grandmothers creating songs for their loved ones, to Grammy winners using Suno Studio, our power tool, to make the most popular hits in the world.

Building the future of entertainment requires ambition. The pace is fast, the problems are hard, and the work demands ownership and intensity. For the right people, it’s incredibly rewarding: a chance to shape a new medium, work with a small team that cares deeply about quality, make music, drink too much coffee, and build something that millions of people use to express themselves in ways that were never before possible.

Suno is the fastest growing consumer entertainment company and the leader in AI music. We are backed by leading investors including Bond Capital, Menlo Ventures, Lightspeed Venture Partners, IVP, Forerunner, Union Square Ventures, Alkeon, Quiet, Matrix Partners, Schroders Capital and, NVentures (venture arm of NVIDIA).

## ABOUT THE ROLE

If you’ve spent your career building world-class support organizations and you’re itching to rebuild one from the ground up — AI-first, data-driven, and at real scale — this is the role. As Director of Customer Experience (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.

## WHAT YOU’LL DO

- 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.

## 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 — 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).

## 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 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).

## WORK LOCATION POLICY

This role is expected to work from the designated Suno office 5 days a week, per Suno’s company policy. Full-time employees will receive competitive equity packages, and comprehensive benefits. The actual base salary offered may vary depending on location, skills, qualifications, and experience.

## ADDITIONAL NOTES

Applicants must be eligible to work in the US.

Willingness to travel (up to 10%) to collaborate with team members across Suno office locations.

## PERKS & BENEFITS FOR FULL-TIME EMPLOYEES

- 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)

Suno is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the Massachusetts Fair Chance in Employment Act, NYC Fair Chance Act, LA City Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.

## About Suno

## Company Overview
- **One-liner**: Suno is an AI-powered music generation platform that enables anyone to create original songs from text prompts, no instrument needed.
- **Entity Type**: Private (Startup)
- **Headquarters**: Cambridge, MA, USA
- **Founded**: 2022
- **Founders**: Not publicly available

## Core Business
- **Primary industry**: AI music generation, creative technology
- **Target customers**: B2C (individual creators, musicians, content creators) and B2B (licensing partnerships)
- **Mission or purpose**: “Transforming how people create and experience music. AI is our tool, not our identity.” [suno.com/about](https://suno.com/about)

## Products & Services
- **[Suno AI Music Generator](https://suno.com/)**: Web-based platform to generate songs from text prompts. Free tier (10 songs/day); paid Pro and Premier plans unlock more songs, commercial rights, stem separation, audio uploads, and priority generation. [suno.com](https://suno.com/)
- **[Suno Studio](https://suno.com/)**: First-of-its-kind generative audio workstation with a multitrack editor, MIDI export, persona voices, and warp markers (available on Premier plan). [suno.com](https://suno.com/)
- **[Suno v5.5](https://suno.com/)**: Latest AI model with Voices, Custom models, and My Taste for personalized music creation. [suno.com](https://suno.com/)

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Total Funding – Not publicly available
- **Notable Investors/Partners**: Warner Music Group (partnership to build interactive music) [suno.com/about](https://suno.com/about)
- **Growth Signals**: 144 total employees [builtin.com](https://builtin.com/company/suno-sunocom); offices in Cambridge, MA, Los Angeles, CA, and New York, NY; “millions around the world use Suno” [suno.com/about](https://suno.com/about)

## Competitive Advantages
- Proprietary, state-of-the-art AI music model (claimed “world’s best music model”)
- First generative audio workstation (Suno Studio) blending DAW functionality with AI
- Strong brand and community of millions of users
- Strategic partnerships with major music labels (Warner Music Group)

## Strategic Focus
- Expanding creative capabilities (v5.5 with Voices, Custom models, My Taste)
- Building interactive music experiences with label partners
- Scaling the platform to reach more creators globally

## Why Work Here
- **Culture**: “A diverse group of creatives, technologists, and dreamers”; core values: Fun, Music, Aesthetics, Impatience [suno.com/about](https://suno.com/about)
- **Work policy**: In-office at three locations (Cambridge, LA, NYC) [builtin.com](https://builtin.com/company/suno-sunocom)
- **Benefits**: Unlimited PTO + 11 company holidays, 16 weeks fully paid parental leave, 401(k) with 3% Safe Harbor match, medical/dental/vision, free lunch 5 days/week, commuter stipend, creative education stipend [about.suno.com](https://about.suno.com/)
- **Engineering culture**: Fast-paced, mission-driven, with emphasis on “extreme speed” and “great taste” [suno.com/about](https://suno.com/about)

## Sources
1. [about.suno.com](https://about.suno.com/)
2. [suno.com](https://suno.com/)
3. [suno.com/about](https://suno.com/about)
4. [builtin.com](https://builtin.com/company/suno-sunocom)
5. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/suno)

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