Head of AI-Driven Customer Support & Ops

Suno; Boston; On-site; PHP 1,500,000 - 2,000,000; Full time

Benefits offered by this job

Company Equity Package

401(k) with 3% Employer Match

Medical, Dental, & Vision Insurance

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)

Job summary

Suno in Davao Oriental is seeking a Sr. Manager of Support to rebuild its customer support organization. The role focuses on managing a team of support ICs, setting SLAs, and driving operational efficiency through data-driven processes.

The ideal candidate will have 7-9 years in support leadership, understanding the needs of a diverse user base. Suno offers competitive equity packages and comprehensive benefits for full-time employees.

Qualifications

• 7–9 years of experience in support leadership.
• Background in consumer technology.
• Experience building or scaling multi-channel support operations.
• A genuinely data-driven operating style.
• Experience managing a support P&L or cost-per-ticket model.
• Strong process instincts.
• Experience with AI-native or AI-assisted support tooling.

Responsibilities

• Define, track, and manage SLAs across all support channels.
• Own the support P&L, managing costs while scaling capacity.
• Design the right support experience for each problem type.
• Build operational processes for team efficiency.
• Lead and develop a team of 6-8 support ICs.
• Partner with various teams to improve product and support experiences.

Job description

Suno in Davao Oriental is seeking a Sr. Manager of Support to rebuild its customer support organization. The role focuses on managing a team of support ICs, setting SLAs, and driving operational efficiency through data-driven processes.

The ideal candidate will have 7-9 years in support leadership, understanding the needs of a diverse user base. Suno offers competitive equity packages and comprehensive benefits for full-time employees.