Suno
Director of Customer Support
$186K–$244K
Boston +2 · On-site · Director · Full-time · Posted Sep 3, 2026
- Location
- Boston
NYC
San Francisco - Experience
- 7–9 years of support leadership experience.
- Visa sponsorship
- Applicants must be eligible to work in the US.
About the job
Leads Suno’s customer support function, scaling an AI-first, data-driven operation while managing service quality, costs, and team performance.
What you'll do
- Set and manage support SLAs, analyze performance data, and improve resolution time and quality.
- Own the support P&L and design support experiences, processes, and channels that scale efficiently.
- Lead 6–8 support individual contributors and partner with Product, Trust & Safety, Billing, and Legal.
What they ask for
- 7–9 years of support leadership experience, including building and managing high-performing teams.
- Background in consumer technology and experience scaling multi-channel support operations.
- Data-driven operating style and experience managing a support P&L or cost-per-ticket model.
- 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.
Pay
$186K – $244K (base salary)
Tools
LLM
AI focus
Build and operate AI-first support, including choosing when to use AI agents and experience with AI-assisted tools; LLM-powered support tools are a plus.
Model-written summary · the original posting is authoritative