Director of Member Support

Nashville, TN. Posted 6 months ago

The role

The Director of Member Support will build and scale a high-performing support operation. This leader will own the support ecosystem including team, tools, workflows, and performance to serve Christian families.

What you will do

Lead and manage the Member Support team
Develop training programs to maintain a culture of continuous improvement
Implement and optimize customer service technologies like Zendesk
Build and execute a scalable support plan including hiring and onboarding
Pilot innovative support models to enhance capabilities
Track and analyze support data to identify trends and actionable insights
Report on performance metrics to senior leadership
Serve as a bridge between members and internal teams to enhance user experience

Required qualifications

Customer Focus
Optimizes Work Processes
Ensures Accountability
Builds Effective Teams
Tech Savvy
Decision Quality
Communicates Effectively
Drives Results

Nice to have

Startup or Growth-Stage Exposure
3-5 years in a customer-facing role with success in managing and scaling teams
Proven ability to build and scale support teams and processes
Hands-on experience with customer service platforms like Zendesk
Familiarity with piloting unique staffing solutions, such as utilizing remote workforces and agentic AI
Ability to work with marketing, product, and content teams

Benefits

Competitive base salary commensurate with experience
Performance-based bonus
Equity package
Comprehensive benefits
Professional development opportunities, including key industry conferences and leadership development programs

About the company

Minno is a global media and technology company based in Nashville, Tennessee. It is a fast-growing startup on a mission to help kids and families experience Jesus every day through media and technology.