Support Manager

At Suno, we are building a future where anyone can make music. You can make a song for any moment with just a few short words. Award-winning artists use Suno, but our core user base consists of everyday people making music — often for the first time.

We are a team of musicians and AI experts, including alumni from Spotify, TikTok, Meta and Kensho. We like to ship code, make music and drink coffee. Our company culture celebrates music and experimenting with sound — from lunchroom conversations to the studio in our office.

Suno is seeking an experienced Support Manager to lead our customer support team and elevate the overall support experience for our users. The ideal candidate will have a tech-forward approach, bringing a deep understanding of music making along with a proven track record in managing support teams.

Check out our Suno version of the job here!

• Lead and mentor a team of support agents and specialists to deliver timely, empathetic, and effective customer support.

• Develop and optimize support workflows, processes, and tools to ensure a high-quality customer experience.

• Track key metrics and report on team performance, identifying areas for improvement.

• Collaborate cross-functionally with Product, Engineering, and Marketing teams to advocate for user needs.

• Handle escalated customer issues with professionalism and efficiency.

• Minimum 5 years of experience in a support or customer success role within the music tech industry or music-related organizations.

• 3-5 years of experience in a team leadership or management capacity.

• Player/Coach mentality: spend time answering support requests daily.

• Strong communication, conflict resolution, and organizational skills.

• Passion for music, technology, and helping users succeed.

• Familiarity with support platforms (Front, Zendesk) and project management tools (Linear, Jira, Figma, etc).

• Experience supporting digital music products.

• Understanding of the workflows and needs of musicians, producers, or music businesses.

• Ability to be in-office (Cambridge, MA, NYC, or Venice, CA) at least once weekly.

Additional Notes: Applicants must be eligible to work in the US. 

• Healthcare for you and your dependents, with vision and dental

• 401k with match

• Generous commuter benefit

• Flexible PTO