Suno6 дней назад
Senior Manager of Customer Support
Полная занятостьОфис
Обязанности
- 01Define, track, and manage to SLAs across all support channels — using data to surface trends, identify gaps, and drive continuous improvement in resolution time and quality
- 02Own the support P&L, managing costs while scaling capacity intelligently as the product and user base grow
- 03Design the right support experience for each problem type — deciding when a user needs a human, an AI agent, a help article, or a proactive fix upstream in the product
- 04Build and iterate on operational processes that make the team faster, more consistent, and less reliant on manual effort — including launching new support channels
- 05Lead and develop a team of 6–8 support ICs, setting clear expectations, coaching on quality, and building a culture that’s as data-minded as it is customer-obsessed
- 06Partner with Product, T&S, Billing, and Legal to close the loop between support signals and product decisions — helping Suno build toward a future where creative fulfillment is a daily reality for everyone
Требования
- 017–9 years of experience in support leadership, with a track record of building and managing high-performing teams
- 02Background in consumer technology — you understand what it means to support a large, diverse user base with high expectations and low tolerance for friction
- 03Experience building or scaling multi-channel support operations (email, chat, in-app, etc.)
- 04A genuinely data-driven operating style — you set goals in metrics, track them rigorously, and use data to make decisions, not just report outcomes
- 05Experience managing a support P&L or cost-per-ticket model
- 06Strong process instincts — you document, systematize, and build for repeatability
- 07Experience with AI-native or AI-assisted support tooling (deflection flows, chatbots, copilots for agents, or similar)
- 08Hands-on experience building with LLM-powered support tools — prompt design, workflow automation, or agent evaluation
- 09Familiarity with Trust & Safety-adjacent support workflows
- 10Background 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
- 11Experience scaling a support org through rapid company or product growth
- 12Hands-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
- 13Background supporting billing, fraud, or identity-related user issues
- 14Experience running community or self-serve support programs (help centers, forums, FAQs)
Условия
- 01This role is expected to work from the designated Suno office 5 days a week, per Suno’s company policy
- 02Full-time employees will receive competitive equity packages, and comprehensive benefits
- 03The actual base salary offered may vary depending on location, skills, qualifications, and experience
- 04Willingness to travel (up to 10%) to collaborate with team members across Suno office locations
- 05Company Equity Package
- 06401(k) with 3% Employer Match & Roth 401(k)
- 07Medical, Dental, & Vision Insurance (PPO w/ HSA & FSA options)
- 0811 Paid Holidays + Unlimited PTO & Sick Time
- 0916 Weeks of Paid Parental Leave
- 10Creative Education Stipend
- 11Generous Commuter Allowance
- 12In-Office Lunch (5 days per week)