About this role
Suno is building a creative entertainment platform designed to bring the joy of music making to a global audience. The organization is looking for a Director of Customer Experience to take ownership of the support function from the ground up, shaping an AI-first and data-driven operation at scale. This person will manage support service levels, handle a lean financial plan, and guide a team of support individual contributors while collaborating closely with product, billing, legal, and trust and safety departments.
The incoming leader will determine when users require human intervention, automated agents, or proactive product solutions. Ideal candidates bring a strong analytical operating style, consumer technology background, and a track record of scaling multi-channel support operations. The environment moves quickly and requires deep ownership, making it a strong fit for leaders who thrive in fast-paced consumer companies and want to define support infrastructure for an expanding creative user base.
What you will do
- Define, track, and manage service level agreements across all support channels to drive continuous improvement in resolution times and quality.
- Manage the support financial plan while scaling operational capacity intelligently alongside the growing user base.
- Design tailored support experiences that route users to human agents, automated tools, or help documentation depending on the problem type.
- Build and iterate on processes that make the support team faster, more consistent, and less reliant on manual effort.
- Lead and mentor a team of six to eight support individual contributors by setting clear performance expectations and coaching on quality.
- Partner with product, billing, legal, and policy teams to translate user support signals into actionable product decisions.
What you need
- Bring seven to nine years of experience in support leadership with a history of building high-performing teams.
- Demonstrate a background in consumer technology supporting large and diverse user bases with high expectations.
- Show hands-on experience building or scaling multi-channel support operations across email, chat, and in-app channels.
- Apply a data-driven operating style to set metrics-based goals and guide decision-making.
- Possess experience managing a support financial model or cost-per-ticket metrics.
- Display strong process instincts with a focus on documentation, systematization, and operational repeatability.
- Have familiarity with AI-native or AI-assisted support tooling such as deflection flows and agent copilots.
Nice to have
- Hands-on experience building with LLM-powered support tools, prompt design, workflow automation, or agent evaluation
- Familiarity with Trust and Safety-adjacent support workflows
- Background in the music industry or music-adjacent platforms working with creators, artists, or labels
- Experience scaling a support organization through rapid company or product growth
- Background supporting billing, fraud, or identity-related user issues
Benefits
- Company Equity Package
- 401(k) with 3% Employer Match & Roth 401(k)
- Medical, Dental, & Vision Insurance
- 11 Paid Holidays + Unlimited PTO & Sick Time
- 16 Weeks of Paid Parental Leave
- Creative Education Stipend
Skills and tech stack
Questions candidates ask
What is the work location policy for this role?
This role is expected to work from the designated Boston office 5 days a week, per company policy. There is also a willingness to travel up to 10 percent of the time to collaborate with team members across office locations.
What salary range is associated with this position?
The base salary for this position ranges from $186,000 to $244,000. The actual base salary offered may vary depending on location, skills, qualifications, and experience.
Who does this role report to?
The Director of Customer Experience will report directly to the Senior Director of Customer Experience and Safety.
What are the requirements for work authorization?
Applicants must be eligible to work in the United States.