Director of Member Support

Minno • Nashville, TN

9d • Hybrid

About The Position

Minno is hiring a Director of Member Support to build and scale a high-performing support operation that delivers fast, reliable, and high-quality experiences to our members. This leader will own the full support ecosystem—team, tools, workflows, and performance—ensuring that every interaction reflects Minno’s commitment to serving Christian families with excellence and care. This is a hands-on operator role. You will design and optimize our support systems (Zendesk), establish clear service standards, and build a team capable of delivering consistent results as we scale. You will also serve as the voice of the member within the organization, translating support data and trends into actionable insights that improve product, reduce friction, and strengthen retention. This role reports to the Chief Product Officer and starts with a small team, with responsibility to scale over time.

Joining Minno as the Director of Member Support means stepping into a critical leadership role where you will define and scale how families experience support at every stage of their journey. You will build and lead a high-performing support operation that delivers fast, reliable, and high-quality service, ensuring every interaction reflects Minno’s commitment to excellence and care. This role goes beyond managing a team—you will design the systems, workflows, and standards that enable consistent, scalable support as the company grows. You will translate day-to-day member interactions into clear insights that inform product improvements, reduce friction, and strengthen trust with the families we serve. Your work will ensure that parents feel supported and confident in using Minno, and that every touchpoint reinforces the quality, safety, and intentionality that define our content and mission.

In this role, you’ll have the opportunity to:
Impact Lives: Affect the faith journeys of thousands of families around the world by ensuring meaningful, positive interactions that deepen their connection to God.
Empower a Mission-Driven Team: Build and inspire a team committed to excellence in service, fostering professional growth, and aligning their work with the greater purpose of Minno’s mission.
Shape Industry Standards: Contribute to establishing a gold standard in customer support for Christian media, blending cutting-edge technology with a compassionate human touch.
Build from the Ground Up: Design and implement foundational processes and systems, scaling them to support Minno’s rapid growth while maintaining high service quality.
Lead Cultural Change: Instill a customer-first mindset across Minno, ensuring all teams prioritize and consider member needs in their work.
This role offers more than just a career—it’s an invitation to be part of something bigger, impacting generations by strengthening their faith and fostering shared, meaningful experiences. This is your chance to shine if you want to make a difference while leading with innovation and compassion.

Requirements

• Experience in tech startups or growth-stage companies that provide subscription-based or digital services, ensuring familiarity with lean operations, scalability, and customer-centric practices.
• Background in companies that focus on children’s programming, family engagement, or educational tools (e.g., PBS Kids, LeapFrog, ClassDojo). This ensures an understanding of the needs of family audiences and experience with content that supports child development.
• Familiarity with businesses that operate on a subscription model, understanding customer lifecycle management, retention strategies, and member support processes.
• Companies or roles focused on customer service where maintaining a seamless customer journey is key.
• Startup or Growth-Stage Exposure: Experience in environments with limited resources and fast decision-making to ensure adaptability.
• 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 to align support strategies.
• Customer Focus – Deep commitment to delivering exceptional member experiences
• Optimizes Work Processes – Ability to design efficient, scalable systems
• Ensures Accountability – Holds self and team to high performance standards
• Builds Effective Teams – Recruits, develops, and leads strong teams
• Tech Savvy – Comfortable with support tools, automation, and reporting systems
• Decision Quality – Makes sound tradeoffs under pressure
• Communicates Effectively – Shares insights clearly across the organization
• Drives Results – Delivers measurable outcomes in fast-paced environments

Responsibilities

• Lead and manage the Member Support team, fostering high performance and adherence to company standards.
• Develop training programs to maintain a culture of continuous improvement.
• Implement and optimize customer service technologies (e.g., Zendesk) to streamline workflows and maintain top-tier service metrics.
• Build and execute a scalable support plan, including hiring and onboarding new team members.
• Pilot innovative support models to enhance capabilities.
• Track and analyze support data, identifying trends and actionable insights for process improvements.
• Regularly report on performance metrics to senior leadership.
• Serve as a bridge between our members and internal teams, providing feedback and recommendations that enhance user experience and product offerings.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed