Senior Manager of Customer Experience

Join Suno, a leading company in the music industry, as the Senior Manager of Customer Experience. In this role, you will own the customer support function, manage SLAs, and ensure a high-quality experience for every user. You will lead a team of 6-8 support ICs and collaborate with various departments to solve customer-facing problems. Additionally, you will report to the Sr. Director of Customer Experience & Safety and have access to a range of benefits, including retirement match, medical, dental, and vision insurance, unlimited paid time off, and more.

• Assumer la responsabilité de la fonction de support client de l'entreprise, en définissant et en gérant les accords de niveau de service (SLA) et en veillant à ce que chaque utilisateur reçoive une expérience de haute qualité.
• Diriger une équipe de 6 à 8 agents de support, en établissant des attentes claires, en coachant sur la qualité et en favorisant une culture axée sur les données et l'obsession du client.
• Collaborer avec les équipes Produit, Confiance et Sécurité, Facturation et Juridique pour résoudre les problèmes les plus difficiles rencontrés par les clients.
• Experience managing a support P&L or cost-per-ticket model
• Experience building or scaling multi-channel support operations (email, chat, in-app, etc.)
• Strong process instincts — you document, systematize, and build for repeatability
• Experience with AI-native or AI-assisted support tooling (deflection flows, chatbots, copilots for agents, or similar)
• 7–9 years of experience in support leadership, with a track record of building and managing high-performing teams
• Background in consumer technology — you understand what it means to support a large, diverse user base with high expectations and low tolerance for friction
• A genuinely data-driven operating style — you set goals in metrics, track them rigorously, and use data to make decisions, not just report outcomes
• Experience running community or self-serve support programs (help centers, forums, FAQs)
• Background supporting billing, fraud, or identity-related user issues
• Hands-on work operating tiered support models across distinct customer segments, including free and paid subscribers, enterprise or API clients, and high-profile creators or artists, with a strong sense of when and how to escalate and how to calibrate the experience for each tier
• Experience scaling a support org through rapid company or product growth
• Background in the music industry or a music-adjacent platforms, whether working with artists, labels, or music creators, with the ability to speak fluently about music production, audio editing, and/or the creative process
• Familiarity with Trust & Safety-adjacent support workflows
• Hands-on experience building with LLM-powered support tools — prompt design, workflow automation, or agent evaluation