About the role
About Suno We're building the world's first creative entertainment platform, where the entire world can feel the joy and fulfilment of making music. Music is for everyone: Our users include everyone from grandmothers creating songs for their loved ones, to Grammy winners using Suno Studio, our power tool, to make the most popular hits in the world. Building the future of entertainment requires ambition. The pace is fast, the problems are hard, and the work demands ownership and intensity. For the right people, it’s incredibly rewarding: a chance to shape a new medium, work with a small team that cares deeply about quality, make music, drink too much coffee, and build something that millions of people use to express themselves in ways that were never before possible. Suno is the fastest growing consumer entertainment company and the leader in AI music. We are backed by leading investors including Menlo Ventures, Lightspeed Venture Partners, Matrix Partners, NVentures (venture arm of NVIDIA).
About
the Role Suno is looking for its first Sr. Director of Customer & Trust Operations — a builder and operator who will own Support, Trust & Safety Operations, Knowledge Base, and Community. You'll sit at the intersection of our customers and the product and engineering teams who build for them, turning customer signal into action and setting the standard for how Suno earns and keeps the trust of millions of creators. Check out the Suno version of this role here!
What You'll Do Build Suno's customer and trust operations function from the ground up — defining what world-class looks like at an AI-native music company Redesign support to be AI-native and customer-first, standing up the right mix of vendors, internal channels, and automation at scale Define what Trust & Safety operations means at Suno and build it — covering fraud, identity, and billing in partnership with product, engineering, and legal Own the feedback loop between customers and product — ensuring bugs, friction, and user insights consistently inform the roadmap Build and grow community across Reddit, Discord, and beyond as both a care function and an organic growth lever Maintain a best-in-class Knowledge Base that scales self-service as the platform grows What You'll Need Must-Haves 12+ years in operations, strategy, or customer-facing functions Consulting or strategy firm background (Accenture, McKinsey, Kearney, or similar) Proven 0-to-1 ops builder — support, T&S, or customer operations built from scratch Analytically strong and data-driven — SLAs, reporting frameworks, operational decisions Experience with AI-native or AI-augmented support tooling and workflow design Cross-functional operator — has worked across product, engineering, and legal to translate customer signal into action Vendor and BPO management at scale Nice-to-Haves Experience formally running a support organization Consumer technology, UGC, creator, or music/entertainment platform experience Experience scaling community as a growth channel Platform responsibility or policy-adjacent operations experience Work Location Policy This role is expected to work from the designated Suno office 5 days a week, per Suno's company policy. Full-time employees will receive competitive equity packages, and comprehensive
