<div><strong>Position Overview</strong><br>Minno seeks a <strong>Head of Member Support </strong>to lead, evangelize, and scale member support operations while integrating social media community management to create a seamless, world-class customer experience.</div><div>This role requires an innovative, customer-centric leader adept at leveraging technology, such as Kustomer, to optimize workflows and ensure efficient, high-quality service.&nbsp; The Head of Member Support will report to our Chief Product Officer and begin with a small Member Support team expected to scale.</div><div>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.</div><div>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.&nbsp;</div><div><br><strong>Impact and Opportunity</strong><br>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.</div><div>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.</div><div><br>In this role, you’ll have the opportunity to:</div><ul><li><strong>Be a Strategic Evangelist:</strong> Advocate for our members’ needs, sharing their insights and experiences to inform product development and company initiatives.</li><li>I<strong>mpact Lives:</strong> Affect the faith journeys of thousands of families around the world by ensuring meaningful, positive interactions that deepen their connection to Minno and God.</li><li><strong>Innovate and Lead: </strong>Pilot unique support models, integrating social media with traditional customer service and creating workflows that set a new industry standard.</li><li><strong>Empower a Mission-Driven Team:</strong> 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.</li><li><strong>Shape Industry Standards:</strong> Contribute to establishing a gold standard in customer support for Christian media, blending cutting-edge technology with compassionate human touch.</li><li><strong>Build from the Ground Up: </strong>Design and implement foundational processes and systems, scaling them to support Minno’s rapid growth while maintaining high service quality.</li><li><strong>Lead Cultural Change:</strong> Instill a customer-first mindset across Minno, ensuring all teams prioritize and consider member needs in their work.</li></ul><div><br>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.</div><div><br><strong>Key Responsibilities:</strong></div><ul><li><strong>Leadership and Management: </strong>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.</li><li><strong>Operational Excellence:</strong> Implement and optimize customer service technologies (e.g., Kustomer) to streamline workflows and maintain top-tier service metrics.</li><li><strong>Community Engagement: </strong>Integrate social media query handling into support operations, ensuring prompt and effective responses. Develop proactive strategies for community engagement and insights.</li><li><strong>Scalability and Growth:</strong> Build and execute a scalable support plan, including hiring and onboarding new team members. Pilot innovative support models to enhance capabilities.</li><li><strong>Data and Reporting:</strong> Track and analyze support data, identifying trends and actionable insights for process improvements. Regularly report on performance metrics to senior leadership.</li><li><strong>Evangelize Member Needs:</strong> Serve as a bridge between our members and internal teams, providing feedback and recommendations that enhance user experience and product offerings.</li></ul><div><br><strong>Ideal Industry Background:</strong></div><ul><li><strong>Consumer-Facing Tech Startups:</strong> 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.</li><li><strong>Children’s Media and Educational Technology (EdTech): </strong>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.</li><li><strong>Direct-to-Consumer SaaS and Subscription Services:</strong> Familiarity with businesses that operate on a subscription model, understanding customer lifecycle management, retention strategies, and member support processes.</li><li><strong>Customer Experience and Community Management:</strong> Companies or roles focused on customer service and social media community engagement, where maintaining a seamless customer experience is key.</li></ul><div><br><strong>Preferred Experience:</strong></div><ul><li><strong>Startup or Growth-Stage Exposure: </strong>Experience in environments with limited resources and fast decision-making to ensure adaptability.</li><li><strong>Team Leadership: </strong>3-5 years in a customer-facing role with success in managing and scaling teams.</li><li><strong>Operational Scaling:</strong> Proven ability to build and scale support teams and processes.</li><li><strong>Technology Implementation:</strong> Hands-on experience with customer service and social media platforms, particularly tools like Kustomer.</li><li><strong>Social Media Integration:</strong> Experience integrating social media management into support functions.</li><li><strong>Innovative Support Models:</strong> Familiarity with piloting unique staffing solutions, such as utilizing remote workforces.</li><li><strong>Cross-functional collaboration:</strong> Ability to work with marketing, product, and content teams to align support strategies.</li></ul><div><br><strong>Skills:</strong></div><ul><li><strong>Customer-Centric Mindset:</strong> Strong commitment to providing exceptional customer service and fostering positive member experiences.</li><li><strong>Communication:</strong> Excellent verbal and written communication skills, with the ability to interact effectively with members and collaborate across teams.</li><li><strong>Leadership and Mentoring:</strong> Ability to build, lead, and develop a high-performing support team.</li><li><strong>Problem Solving and Innovation:</strong> Demonstrated ability to identify, analyze, and implement process improvements.</li><li><strong>Data Analysis and Reporting:</strong> Strong analytical skills to track support data, extract insights, and develop strategies based on findings.</li><li><strong>Tech Savvy: </strong>Proficiency in customer service tools, workflow automation, and community management software.</li><li><strong>Adaptability:</strong> Comfortable navigating a fast-paced and evolving environment, capable of wearing multiple hats as needed.</li></ul><div><br><strong>Key Performance Indicators</strong></div><ul><li>First Response Time</li><li>Customer Satisfaction Score (CSAT)</li><li>Average Resolution Time</li><li>Social Media Response Rate</li><li>Volume of Proactive Engagements</li><li>Team Utilization and Productivity</li><li>Member Retention Rate Related to Support</li></ul><div><br><strong>Our Values</strong></div><ul><li><strong>Biased towards Action: </strong>We take the initiative and make decisions quickly.</li><li><strong>Curious, not Content:</strong> We are eager to learn and innovate.</li><li><strong>Grit &amp; Resilience:</strong> We persevere and follow through on our commitments.</li><li><strong>Rigorous Intentionality:</strong> We pay attention to details and understand the "why" behind our work.</li><li><strong>Think like Owners:</strong> We are resourceful and take wise risks.</li><li><strong>Mutual Blessing: </strong>We operate generously on behalf of others.</li><li><strong>Trust Builders: </strong>We gain confidence through honesty, integrity, and authenticity.</li><li><strong>Adapt &amp; Flex: </strong>We operate effectively in uncertain situations.</li></ul><div><br><strong>Location</strong><br>Nashville OR Remote</div><div><br><strong>Compensation and Benefits</strong><br>We offer a competitive compensation package including:</div><div><br><strong>Competitive base salary commensurate with experience.</strong><br>Performance-based bonus.<br>Equity package.<br>Comprehensive benefits.<br>Professional development opportunities include attending key industry conferences and leadership development programs.</div><div><br>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.</div><div>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.</div><div>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.</div><div><br><strong>About Minno:</strong><br>Minno is a global media company based in Nashville, Tennessee, serving Christian kids and families. &nbsp;</div><div><br>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.&nbsp;</div><div>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.</div><div><br>Minno serves kids and families through:<br><strong>Minno Kids: </strong>Our industry-leading, ad-free streaming video app and primary revenue driver.<br><strong>Minno Originals:</strong> 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.<br><strong>Minno Kids’ YouTube Channel:</strong> One of the fastest-growing kids’ channels led by the award-winning Minno Laugh &amp; Grow Bible for Kids video series.<br><strong>Minno Press:</strong> Our children’s book publishing unit, which includes the award-winning and bestselling print edition of Minno Laugh &amp; Grow Bible for Kids.</div><div>Minno differentiates itself with:<br><strong>Experiential Excellence:</strong> Delivering top-tier quality that raises the bar for Christian content.<br><strong>Safe and Curated Content:</strong> Offering kid-friendly, Christian-consistent, entertaining, age-appropriate, and Biblically-aligned content.<br><strong>Faith-Based Support:</strong> Providing resources that foster faith conversations and spiritual growth.<br><strong>Global Mindset:</strong> Honoring the diversity of the global church and recognizing all people as image bearers of God.<br><br>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.</div><div><br>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.</div>

Head of Member Support

<div><strong>About the Team&nbsp;</strong></div><div>The Subsplash Product &amp; Engineering Team is responsible for all products that the company develops including the App Platform and Merchant Services. We are a team of designers, developers, and coordinators, creating polished experiences for our clients and end users. The P&amp;E Team is responsible for the entire user experience including: End-User Mobile Apps, the Subsplash Dashboard (our Content Management System), Subsplash Giving (Our Donation and Merchant Services Platform), Media services, the Web App, backend data feeds, analytics, and more. The Product Team supports our Clients by providing a unified set of tools to help reduce administrative overhead so Clients can focus on their core mission and expand their reach.</div><div><br><strong>About the Role</strong></div><div>As a Software Development Engineer I, you will report to the Software Development Manager. You will join Team Giving, whose focus is payment related applications that support online giving as well as non-charitable payments. You will be expected to code in HTML, CSS, Javascript, TypeScript, and other languages when necessary. You will work closely with Designers, Product Managers, Scrum Masters, and other Engineers to build systems that people are delighted to use. You recognize the importance of stability, uptime, and security for web services and financial software systems. You enjoy reviewing other team members’ work and receiving constructive feedback on your own. You treat security concerns as first class citizens and will look for opportunities to help coach others to understand industry best practices. You thrive in a technical world and find joy in writing code, solving problems, and organizing details. This role is fully remote, so you excel in self-discipline, managing workloads, and communicating effectively via tools like Slack and Google Meet. After approximately 6 months in the role, you will be expected to participate in our on-call rotation helping ensure our service uptime requirements are met. Specific on-call expectations for Software Development Engineers can be minimal depending on a number of factors.</div><div><br><strong>Your Priorities</strong></div><ul><li>Contribute in a team environment to deliver innovative software solutions</li><li>Participate in code reviews and team scrum meetings</li><li>Document your work in the form of API Docs, Wiki Documentation, etc.&nbsp;</li><li>Collaborate with team members to build robust frontend experiences</li><li>Prioritize secure, scalable code with a bias towards constant improvement</li><li>Demonstrate ownership and delight in delivering new features</li><li>Lead with curiosity and never stop learning</li></ul><div><br></div><h3><strong>Required Skills</strong></h3><ul><li>2+ years full time programming experience in a group/team environment or degree in related field</li><li>Experience with frontend web technologies (e.g. HTML5, CSS3, AJAX, JSON, Javascript, TypeScript, etc.)</li><li>Experience protecting against security risks often described by OWASP</li><li>Embracing the Agile and feature-driven development processes</li><li>The ability to prioritize multiple projects, tasks, and bug fixes</li></ul><div><br><strong>Desired Skills</strong></div><ul><li>Bachelor of Science in Computer Science, Computer Engineering, or equivalent</li><li>Experience in frameworks such as Ember.js, React Native, Vue.js, etc.&nbsp;</li><li>Knowledge of server-side technologies (e.g.: Unix/Linux, Golang, PHP, MySQL, MongoDB)</li><li>Experience with native iOS and Android development is a plus.</li><li>Deep familiarity with frontend platforms, standards, and cross-browser compatibility</li><li>Working understanding of OAuth2</li><li>Knowledge of AWS or similar cloud service providers</li><li>Knowledge of Continuous Integration and Continuous Delivery Tools</li><li>Familiar with Terraform and Infrastructure as Code concepts</li><li>Networking and Network Security proficiency</li><li>Knowledge of data security best practices related to PCI/DSS/CISP/HIPPA</li></ul><div><br><strong>You are…</strong></div><ul><li><strong>Passionate: You demonstrate our core values of Humility, Innovation, and Excellence</strong></li><li><strong>Trustworthy: </strong>You understand the importance of confidentiality with sensitive information</li><li><strong>Dependable: You care deeply about commitments and honoring agreements</strong></li><li><strong>Efficient:</strong> You naturally have the ability to prioritize multiple projects and tasks</li><li><strong>A Communicator:&nbsp; </strong>You have an aptitude for clear and concise communication&nbsp;</li><li><strong>A Driver:</strong> You are smart, persistent, and not easily blocked</li><li><strong>A Learner:</strong> You are committed to growing and staying current with new technologies</li></ul><div><br><strong>Compensation</strong></div><div>The total compensation for this role (base salary + bonuses) will be between $90,000 - $130,000/yr.&nbsp;</div><div><br><strong>Location</strong></div><div>Subsplash currently has operations in 24 states across the US! As much as we would love to have employees in as many states and countries as we have clients, we are currently limiting hiring to the states we already operate in. As a result of that,<strong> this role is only available as a 100% remote position if you reside in one of the following states:&nbsp;</strong></div><div>AL, AR, AZ, CO, FL, GA, ID, IA, KS, MO, MI, NC, NM, OK, OH, OR, SC, SD, TN, TX, UT, VA, WA, WY.</div><div>Unfortunately, if you do not reside in one of these states, we are unable to consider your application.</div><div><br><strong>Benefits</strong></div><div>Generous Paid Time Off (Accrual rate of 15 days for the first year and then 20 vacation days per year beginning on your 1 year anniversary), Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech</div><div><em>This position is classified as Full-time/Exempt. Primary position hours are 7:30 am to 4:30 pm Mon-Fri.</em></div><div><br><strong>Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; Employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice. Subsplash is an Equal Opportunity Employer. We value all human life as all people are created with equal dignity, value, and worth. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.<br><br>About Subsplash</strong></div><div>Subsplash is an exciting, award-winning team of 275+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we’ve remained family owned and operated while pioneering the market with the first ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 17,000+ clients, creating impactful products, and delighting the 40 million real people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.</div><div><br>Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!</div>

Software Development Engineer I (Front-end)

<div>As Christianity Today’s (CT) <strong>Marketing Specialist – Membership Growth &amp; Retention</strong>, you will play a pivotal role in driving subscriptions and paid membership growth for CT. The ideal candidate will have a passion for developing member-related marketing campaigns and experience with campaign development. Success in this role will lead to paid membership growth, increased member engagement, and great user experiences.<br><br><strong>Salary Description</strong></div><div>Annual Salary Range: $45,000 - $50,000</div><div><br></div><div><strong>Functions and Responsibilities</strong></div><div><strong>1. Develop and implement marketing strategies for subscription growth through email, social media, and other marketing channels.</strong></div><ul><li>Use A/B testing to optimize end-of-article prompts, newsletter follow-up, and affiliate promotions.</li><li>Test and implement new strategies to cultivate paid members into brand advocates, give gift subscriptions, and consider donating to CT.</li><li>Identify and implement campaigns on owned channels (e.g. social media, e-blasts, and podcasts) to increase membership engagement and retention.</li><li>Develop a calendar for campaigns, including monthly email blasts, seasonal campaigns, and other forms of membership focused marketing.</li></ul><div><strong>2.</strong> <strong>Develop incentives for subscription and renewal growth.</strong></div><ul><li>Formulate and manage paid social media strategies relating to membership engagement and retention across organic and paid platforms, collaborating with the Marketing Specialist - Inbound &amp; Engagement and Senior Editor, Audience Engagement to ensure a cohesive approach.</li><li>Work alongside the Marketing Specialist – Full Funnel Digital Experiences to optimize all member communications, segmentation, and automations, including onboarding emails, upsells, renewal reminders, and win-back efforts.</li></ul><div><strong>3.</strong> <strong>Work closely with other members of the marketing team to ensure a cohesive, integrated approach across all aspects of the marketing funnel.</strong></div><ul><li>Work closely with others on the marketing team to implement effective, brand-specific marketing campaigns.</li><li>Work closely with the Marketing Designer and others on the marketing team to establish a consistent visual identity and marketing brand guidelines.</li><li>Lead the annual budget planning process for member onboarding and retention. Manage invoice processing and monitor expenses.</li><li>Perform additional job-related duties as assigned.</li></ul><div><br><strong>Requirements</strong>&nbsp;</div><div><strong>Education:</strong></div><ul><li>Undergraduate degree required.&nbsp;</li><li>B.A. or B.S., marketing, journalism, and/or business administration preferred.</li></ul><div><br><strong>Experience:</strong></div><ul><li>3-5 years in a digital marketing role required. Subscription marketing experience is strongly preferred.&nbsp;</li><li>Experience working with email marketing, copywriting, or Subscription Platform strongly preferred (especially Piano).&nbsp;</li><li>Basic or proficient understanding of budgeting is preferred but not required. &nbsp;</li><li>Experience using analytics software, including Google Analytics or Omniture preferred but not required.</li></ul><div><br><strong>Knowledge:&nbsp;</strong></div><ul><li>Strong written and oral communication skills.</li><li>Able to manage multiple tasks and meet recurring deadlines in a fast-paced environment.&nbsp;</li><li>Aptitude for creative problem solving and strong analytical skills.&nbsp;</li><li>Basic understanding of HTML/CSS.&nbsp;</li><li>Knowledge of evangelical Protestant theology, church, and culture.</li></ul><div>&nbsp;</div><div><strong>Benefits</strong></div><ul><li>CT offers a comprehensive benefits package. Check out our <a href="https://www.christianitytoday.org/careers">careers page</a> to learn more!</li></ul><div><br><strong>Employment Details</strong></div><ul><li>CT headquarters are located in Illinois. This is a fully remote position.</li><li>This full time position has a workweek of 37.50 hours per week.</li></ul><div><em>Exact compensation may vary based on experience, skills, and location.</em>&nbsp;</div>

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