Every Ticket's a Person | Director of Customer Support @ Suno

**Verse 1** Somebody's stuck, somebody's frustrated and stalled A hundred thousand tickets, but each one's still a call From a real person who just wants their thing to work I build the system that remembers that underneath the work **Pre-Chorus** Not every ticket needs a human hand Some need an agent, some need me to understand **Chorus** I own the SLA, I own the P&L too Human or AI, whichever gets it through Data in the driver's seat, not just a report Six to eight ICs, I'm the one they can resort Every channel, every tier, every edge case understood Making sure the help someone gets is actually good **Verse 2** Billing issue here, a fraud flag over there T&S needs a signal, Legal needs to know, aware I close the loop between the support desk and the build So the product gets better every time a ticket's filled **Pre-Chorus** Not every ticket needs a human hand Some need an agent, some need me to understand **Chorus** I own the SLA, I own the P&L too Human or AI, whichever gets it through Data in the driver's seat, not just a report Six to eight ICs, I'm the one they can resort Every channel, every tier, every edge case understood Making sure the help someone gets is actually good **Bridge** Rebuilding it AI-first from the ground Deflection flows and copilots all around But never forgetting the person on the other end Every ticket's a story, every reply's a friend **Outro** Every ticket's a person, not a number in a queue Somewhere someone's frustration turns into "thank you" That's the job — lean, fast, and real Support that actually makes somebody feel