Head of Member Support

About Minno:
Minno is a global media company based in Nashville, Tennessee, serving Christian kids and families.  

Founded in 2019, Minno strives to be the leading voice globally for using media to spark kids' imaginations and curiosity about God and the Bible. We connect families through media that create shared faith experiences, support parents and grownups, and pave the way for enduring spiritual growth in children. 

We have built a business experiencing triple-digit revenue growth with over 20 employees. Our executives are industry leaders from companies like Amazon, PBS KIDS, Duolingo, Disney, Dreamworks Animation, HarperCollins Christian Publishing, and Capital Christian Music, as well as major studios, entertainment brands, and various start-ups.

Minno serves kids and families through:
Minno Kids: Our industry-leading, ad-free streaming video app and primary revenue driver.
Minno Originals: Our original children’s programming, produced in partnership with top industry talent, including the award-winning Laugh and Grow Bible for Kids and the Young David series.
Minno Kids’ YouTube Channel: One of the fastest-growing kids’ channels led by the award-winning Minno Laugh & Grow Bible for Kids video series.
Minno Press: Our children’s book publishing unit, which includes the award-winning and bestselling print edition of Minno Laugh & Grow Bible for Kids.

Minno differentiates itself with:
Experiential Excellence: Delivering top-tier quality that raises the bar for Christian content.
Safe and Curated Content: Offering kid-friendly, Christian-consistent, entertaining, age-appropriate, and Biblically-aligned content.
Faith-Based Support: Providing resources that foster faith conversations and spiritual growth.
Global Mindset: Honoring the diversity of the global church and recognizing all people as image bearers of God.

As a public benefit corporation, Minno is committed to helping kids and their families experience Jesus every day through media and technology. Our mission drives every facet of our work, from content creation to product development.

Having recently closed our Series A funding round, we are well-capitalized for continued expansion. We seek an innovative Head of Member Support who will build and scale our support efforts and serve as an evangelist for Minno and our members, embedding a customer-first culture throughout the company.

Position Overview
Minno seeks a Head of Member Support to lead, evangelize, and scale member support operations while integrating social media community management to create a seamless, world-class customer experience.

This role requires an innovative, customer-centric leader adept at leveraging technology, such as Kustomer, to optimize workflows and ensure efficient, high-quality service.  The Head of Member Support will report to our Chief Product Officer and begin with a small Member Support team expected to scale.

The Head of Member Support will be a strategic hire responsible for cultivating a customer-first culture across the organization. They will represent the voice of our members, advocating for their needs and insights in company strategy and product development discussions. They will build foundational processes, scale the team, and engage proactively with Minno’s family-focused audience.

This position is ideal for someone passionate about nurturing relationships, building a team from the ground up, improving processes, and aligning customer service with Minno’s mission of serving Christian families. 

Impact and Opportunity
Joining Minno as the Head of Member Support means stepping into a pivotal leadership role where you will shape how Christian families engage with and trust Minno as their go-to source for faith-based media.

This is not just about managing a team; it’s about championing our members' voices and pioneering the intersection of exceptional member support and community engagement in a mission-driven company. Your work will ensure that every interaction reflects Minno’s values, fostering a space where parents feel supported, and children are enriched by safe, Biblically-aligned content.

In this role, you’ll have the opportunity to:

• Be a Strategic Evangelist: Advocate for our members’ needs, sharing their insights and experiences to inform product development and company initiatives.
• Impact Lives: Affect the faith journeys of thousands of families around the world by ensuring meaningful, positive interactions that deepen their connection to Minno and God.
• Innovate and Lead: Pilot unique support models, integrating social media with traditional customer service and creating workflows that set a new industry standard.
• 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 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.

Key Responsibilities:

• Leadership and Management: 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.
• Operational Excellence: Implement and optimize customer service technologies (e.g., Kustomer) to streamline workflows and maintain top-tier service metrics.
• Community Engagement: Integrate social media query handling into support operations, ensuring prompt and effective responses. Develop proactive strategies for community engagement and insights.
• Scalability and Growth: Build and execute a scalable support plan, including hiring and onboarding new team members. Pilot innovative support models to enhance capabilities.
• Data and Reporting: Track and analyze support data, identifying trends and actionable insights for process improvements. Regularly report on performance metrics to senior leadership.
• Evangelize Member Needs: Serve as a bridge between our members and internal teams, providing feedback and recommendations that enhance user experience and product offerings.

Ideal Industry Background:

• Consumer-Facing Tech Startups: 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.
• Children’s Media and Educational Technology (EdTech): 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.
• Direct-to-Consumer SaaS and Subscription Services: Familiarity with businesses that operate on a subscription model, understanding customer lifecycle management, retention strategies, and member support processes.
• Customer Experience and Community Management: Companies or roles focused on customer service and social media community engagement, where maintaining a seamless customer experience is key.

Preferred Experience:

• Startup or Growth-Stage Exposure: Experience in environments with limited resources and fast decision-making to ensure adaptability.
• Team Leadership: 3-5 years in a customer-facing role with success in managing and scaling teams.
• Operational Scaling: Proven ability to build and scale support teams and processes.
• Technology Implementation: Hands-on experience with customer service and social media platforms, particularly tools like Kustomer.
• Social Media Integration: Experience integrating social media management into support functions.
• Innovative Support Models: Familiarity with piloting unique staffing solutions, such as utilizing remote workforces.
• Cross-functional collaboration: Ability to work with marketing, product, and content teams to align support strategies.

Skills:

• Customer-Centric Mindset: Strong commitment to providing exceptional customer service and fostering positive member experiences.
• Communication: Excellent verbal and written communication skills, with the ability to interact effectively with members and collaborate across teams.
• Leadership and Mentoring: Ability to build, lead, and develop a high-performing support team.
• Problem Solving and Innovation: Demonstrated ability to identify, analyze, and implement process improvements.
• Data Analysis and Reporting: Strong analytical skills to track support data, extract insights, and develop strategies based on findings.
• Tech Savvy: Proficiency in customer service tools, workflow automation, and community management software.
• Adaptability: Comfortable navigating a fast-paced and evolving environment, capable of wearing multiple hats as needed.

Key Performance Indicators

• First Response Time
• Customer Satisfaction Score (CSAT)
• Average Resolution Time
• Social Media Response Rate
• Volume of Proactive Engagements
• Team Utilization and Productivity
• Member Retention Rate Related to Support

Our Values

• Biased towards Action: We take the initiative and make decisions quickly.
• Curious, not Content: We are eager to learn and innovate.
• Grit & Resilience: We persevere and follow through on our commitments.
• Rigorous Intentionality: We pay attention to details and understand the "why" behind our work.
• Think like Owners: We are resourceful and take wise risks.
• Mutual Blessing: We operate generously on behalf of others.
• Trust Builders: We gain confidence through honesty, integrity, and authenticity.
• Adapt & Flex: We operate effectively in uncertain situations.

Location
Nashville OR Remote

Compensation and Benefits
We offer a competitive compensation package including:

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

Minno is committed to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, or other protected characteristics.

To apply, please submit your resume and a cover letter explaining your interest in Minno and how your experience aligns with our mission and values.

Join us in our mission to help people experience the goodness of God through media and technology. Be part of shaping a product and a movement that could redefine how future generations engage with faith through technology.