Director, AI-First Customer Experience

Menlo Ventures; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Company Equity Package

401(k) with Employer Match

Medical, Dental, Vision Insurance

Paid Holidays + Unlimited PTO

Paid Parental Leave

Job summary

Suno, a fast‑growing AI music platform, seeks a Director of Customer Experience (Support) to own the end‑to‑end customer support function. You will set SLAs, manage a lean P&L, and ensure high‑quality experiences for users at scale.

You’ll lead 6–8 support ICs and partner with Trust & Safety, Product, Billing, Legal, and Policy. You’ll shape multi‑channel support across email, chat, in‑app, and AI tools, building processes that improve resolution time and customer satisfaction while aligning

Qualifications

• 7–9 years of experience in support leadership with high-performing teams.
• Background in consumer technology and scaling multi-channel support.
• Data-driven with metrics to guide decisions, not just reporting.
• Experience managing a support P&L or cost-per-ticket model.
• Familiarity with AI-native or AI-assisted support tooling.
• Strong process instincts and documentation discipline.
• Experience with Trust & Safety adjacent workflows is a plus.
• Music industry or music platform familiarity is a plus.

Responsibilities

• Define, track, and manage SLAs across all support channels.
• Own the support P&L and scale capacity as the user base grows.
• Design support experiences, deciding human vs AI help flow.
• Build operational processes to improve speed and consistency.
• Lead and develop a 6–8 person support team, fostering data-minded culture.
• Collaborate with Product, Trust & Safety, Billing, Legal to close the loop between signals and product decisions.

Skills

Leadership

Multi-channel support

Data-driven

P&L management

AI tooling

Process optimization

Cross-functional collaboration

Billing/identity knowledge

Tools

CRM software

Chatbots

Copilots for agents

LLM-powered tools

Job description

Suno, a fast‑growing AI music platform, seeks a Director of Customer Experience (Support) to own the end‑to‑end customer support function. You will set SLAs, manage a lean P&L, and ensure high‑quality experiences for users at scale.

You’ll lead 6–8 support ICs and partner with Trust & Safety, Product, Billing, Legal, and Policy. You’ll shape multi‑channel support across email, chat, in‑app, and AI tools, building processes that improve resolution time and customer satisfaction while aligning