Director of AI-First Customer Experience

suno; Boston (MA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Company Equity Package

401(k) with 3% Employer Match & Roth 4

Medical, Dental, & Vision Insurance

11 Paid Holidays + Unlimited PTO &

16 Weeks of Paid Parental Leave

Creative Education Stipend

Generous Commuter Allowance

In-Office Lunch (5 days per week)

Job summary

Suno is seeking a Director of Customer Experience (Support) to rebuild our AI-first, data-driven support function at scale. You’ll own SLAs, the end-to-end customer journey, and the support P&L, guiding a team of 6–8 ICs and partnering with Product, Trust & Safety, Billing, Legal, and Policy.

In this role, you’ll design multi-channel support, implement data-driven processes, and align support signals with product decisions to deliver high-quality help experiences for a growing user base.

Qualifications

• 7–9 years leading support teams with strong performance history.
• Experience supporting a large, diverse consumer user base with high expectations.
• Experience scaling multi-channel operations (email, chat, in-app, etc.).
• Data-driven, metric-focused with evidence-based decision making.
• Experience managing a support P&L or cost-per-ticket model.
• Strong ability to document, systematize, and build repeatable processes.
• Experience with AI-native or AI-assisted support tooling.

Responsibilities

• Define, track, and manage SLAs across all support channels using data to surface trends and improve resolution time and quality.
• Own the support P&L, managing costs while scaling capacity as the product and user base grow.
• Design the right support experience for each problem type, determining when a human, AI, article, or upstream fix is needed.
• Build and iterate on operational processes to increase speed, consistency, and reduce manual effort.
• Lead and develop a team of 6–8 support ICs with clear expectations and coaching.
• Partner with Product, Trust & Safety, Billing, and Legal to align support signals with product decisions.

Skills

Support leadership

Consumer technology

Multi-channel support

Data-driven operations

Support P&L / cost per ticket

Process improvement

AI-native tooling

Tools

AI-powered tooling

Job description

Suno is seeking a Director of Customer Experience (Support) to rebuild our AI-first, data-driven support function at scale. You’ll own SLAs, the end-to-end customer journey, and the support P&L, guiding a team of 6–8 ICs and partnering with Product, Trust & Safety, Billing, Legal, and Policy.

In this role, you’ll design multi-channel support, implement data-driven processes, and align support signals with product decisions to deliver high-quality help experiences for a growing user base.