Member Support Specialist

Member Support Specialist

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

Founded in 2019, Minno is building the most trusted Christian media brand for the next generation. Through our streaming platform, original programming, publishing, and digital presence, we aim to spark children's curiosity about God and the Bible, support parents, and create joyful, lasting faith experiences for families worldwide.

We're a fast-growing startuppowered by a mission-driven team with experience at Amazon, PBS KIDS, Duolingo, HarperCollins, and leading studios and startups. Our growth has placed us in the top 1% of direct-to-consumer subscription businesses, and we are scaling rapidly following the close of our Series A round, led by Konvoy Ventures.

Minno serves kids and families through:

• Minno Kids: Our ad-free streaming platform featuring curated, faith-filled shows for children
• Minno Originals: Groundbreaking series including Laugh & Grow Bible for Kids, Young David, and God's Greenhouse
• Minno YouTube Channel: One of the fastest-growing kids' channelsranked in the top 0.6% of all YouTube channelswith 1.1M+ subscribers and 110M+ views annually.
• Minno Press: Publisher of the bestselling and award-winning Laugh & Grow Bible for Kids

We differentiate ourselves through:

• Creative Excellence: Raising the bar for Christian content through high-quality storytelling and design
• Brand-Led Development: Creating distinctive shows with a clear voice and point of view, and building them into enduring brands that live across our streaming platform, publishing, and beyondintegrating content, product, and marketing to maximize impact
• Faithful Curation: Delivering safe, age-appropriate, Biblically aligned content families can trust
• Parent Partnership: Equipping grownups to lead meaningful spiritual conversations at home
• Global Vision: Honoring the diversity of the global Church and serving all people as image-bearers of God

Minno is a public benefit corporation, and our mission fuels everything we dofrom product design to partnerships to content creation. Our vision is to set a new standard for Christian children's media: imaginative, trustworthy, spiritually formative, and deeply joyful.

If you're excited about building something that matterscombining mission, innovation, and storytelling to shape the spiritual lives of the next generationwe'd love to meet you.

Position Overview

As the Member Support Specialist, you will report to the Head of Member Support. Your goal is to ensure the satisfaction of Minno members through the utilization of Minno platforms by providing quality support for our external members. You are passionate about serving our community. You lead with empathy and prioritize caring for members throughout the support process.

Problem solving and critical thinking are second nature to you. You are determined to understand the "why" behind the "what" and make extra efforts to understand how things work. When faced with an issue, you don't take it at face value. Instead, you seek to uncover the root cause, work towards timely solutions, and propose recommendations for quality of life improvements for our members.

You are people-driven. You believe your priority is to ensure every member feels heard, respected, and supported. It's important to you that you accurately understand our members' experiences, both for the benefit of the members and the growth of the organization.

Responsibilities

• Serve as a support representative in frontline communications with members via member support platform, managing escalated issues through a ticketing system
• Efficiently respond to incoming member support tickets
• Escalate member concerns in a timely manner when appropriate, including outages, technical issues, and content questions
• Serve as the liaison between members and internal team
• Participate in QA for new product features and releases to understand how to provide quality support
• Work with Head of Member Support to create and maintain support documentation (Help Articles, FAQs, internal training materials, etc.)

Requirements

• 12 years of experience in a customer support or help desk role
• Tech-savviness including, but not limited to: Browser technology, Mobile technology, TV Technology, Video Streaming
• Strong communication and interpersonal skills
• Passionate about serving the Christian audience
• Strong problem-solving skills and attention to detail
• Ability to learn and adapt quickly to support multiple products and platforms simultaneously
• Not content with the status quo
• Growth-oriented, always looking for ways to improve
• Curious & Data-drivendesire to understand the "why," not just the "what"
• Patience, empathy, and a service-oriented mindset
• Ability to work independently and manage multiple tickets simultaneously
• Experience working with Support Ticketing Systems, Help Desks, Project Management systems, and Google Drive a plus.

About Minno: Minno is a Nashville-based media and technology company focused on serving Christian kids and families. Our offerings include an ad-free, streaming video app, an e-commerce platform, and children's book publishing unit. We seek to entertain, inform, and inspire through great content for kids and resources for parents. We're working hard to make Minno a place for families to gather, laugh and learn together. We strive to make an impact and have fun in the process. We hire talented people with diverse interests who are passionate and thrive in a fast-paced environment. Minno is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.