Member Support Specialist

About Minno

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 startup-powered by a mission-driven team with experience at Amazon, PBS KIDS, Duolingo, Harper Collins, 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 You Tube Channel: One of the fastest-growing kids' channels-ranked in the top 0.6% of all You Tube channels-with 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 beyond-integrating 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 do-from 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 matters-combining mission, innovation, and storytelling to shape the spiritual lives of the next generation-we'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:

• 1-2 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-driven-desire 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…