Member Support Specialist at Minno

About MinnoMinno 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 childrens curiosity about God and the Bible support parents and create joyful lasting faith experiences for families worldwide.Were 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 childrenMinno Originals: Groundbreaking series including Laugh & Grow Bible for Kids Young David and Gods GreenhouseMinno 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 KidsWe differentiate ourselves through:Creative Excellence: Raising the bar for Christian content through high-quality storytelling and designBrand-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 impactFaithful Curation: Delivering safe age-appropriate Biblically aligned content families can trustParent Partnership: Equipping grownups to lead meaningful spiritual conversations at homeGlobal Vision: Honoring the diversity of the global Church and serving all people as image-bearers of GodMinno 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 childrens media: imaginative trustworthy spiritually formative and deeply joyful.If youre excited about building something that matterscombining mission innovation and storytelling to shape the spiritual lives of the next generationwed love to meet you.Position OverviewAs 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 dont 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. Its 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 systemEfficiently respond to incoming member support ticketsEscalate member concerns in a timely manner when appropriate including outages technical issues and content questionsServe as the liaison between members and internal teamParticipate in QA for new product features and releases to understand how to provide quality supportWork 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 roleTech-savviness including but not limited to:Browser technologyMobile technologyTV TechnologyVideo StreamingStrong communication and interpersonal skillsPassionate about serving the Christian audienceStrong problem-solving skills and attention to detailAbility to learn and adapt quickly to support multiple products and platforms simultaneouslyNot content with the status quoGrowth-oriented always looking for ways to improveCurious & Data-drivendesire to understand the why not just the whatPatience empathy and a service-oriented mindsetAbility to work independently and manage multiple tickets simultaneouslyExperience 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 childrens book publishing unit. We seek to entertain inform and inspire through great content for kids and resources for parents. Were working hard to makeMinno 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.Required Experience:IC Key Skills Children Activity,Access Control,Human Resources Administration,Government,Actuary,Hydraulics Employment Type : Full Time Experience: years Vacancy: 1