Location: Remote - Bogotá, Cali or Medellin. (work from home).

Schedule: Mon - Thu, 9:00 AM - 6:30 PM EDT | Fri, 9:00 AM - 6:00 PM EDT

About the Company

Join this international Catholic news and media publication, serving a faith-engaged readership around the world. The publication has recently introduced a paywall and completed a website transition, and subscriber growth is now at the center of its plan. Many of its readers value patient, personal help when something doesn't work, so great support is a direct driver of retention.

Why You'll Love Working With Us

- An indefinite contract that includes all the Colombian government benefits (13th-month salary, unemployment insurance, interest on unemployment insurance, health care service, pension, labor risk administration, 15 vacation leaves per year of service).
- 2 paid Family Days per year.
- 3 Paid Time Off (PTO) per year.
- Private healthcare with dental insurance for the employee and one dependent.
- Computer will be provided.
- Member Wellness Program.

What You'll Be Doing

This is a small, hands-on team where subscriber care and email marketing work together. What readers struggle with today becomes tomorrow's help article and next week's email:

- Responding to subscriber enquiries via the help desk and email: logins, password resets, access problems, billing, trials, renewals, cancellations and refunds
- Building, scheduling and sending newsletters, campaigns and trial-to-paid nurture sequences in Mailchimp
- Helping readers who aren't confident with technology reach their content on desktop, tablet and mobile, explaining each step patiently rather than reading from a script
- Escalating genuine platform faults to the website or subscription provider and following them through to resolution
- Managing lists,



segments and automations, keeping list hygiene and deliverability healthy, and testing subject lines and send times
- Coordinating social media scheduling and routing subscriber enquiries from social channels into the help desk
- Reporting on support volume, email performance, trial conversion and social engagement
- Spotting recurring issues, building a help centre or FAQ library, and proposing ways to improve retention

What You'll Bring

- 2+ years of experience in customer support and/or email marketing, with strong capability in one and demonstrable skill in the other
- Exceptional written English with a warm, natural tone, not robotic or scripted
- Proven ability to explain technical steps simply and patiently to readers who aren't technically confident
- Hands-on experience with Mailchimp or a similar email platform (campaign builds, automations, segmentation) and with a help desk or ticketing tool
- Ownership and sound judgment: you carry every issue through to resolution and handlesubscriber and payment data with full confidentiality
- A self-starting mindset, able to work independently in a small organisation with minimal supervision
- Comfort working US business hours (Mon - Fri from 9:00 AM EDT) with reliable high-speed internet and a quiet, private home workspace

Bonus Points For

- Experience in digital publishing, news media or another subscription-led content business
- Comfort and respect when working with Catholic content and readers
- Experience with paywall and subscription platforms, and payment systems such as Stripe
- Familiarity with Canva, social media scheduling tools or Google Analytics
- Experience building a help centre or knowledge base, or supporting subscribers through a website migration

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📌 Customer Support & Email Marketing Specialist – Remote | US Hours | HMO + dependent (Colombia)
🏢 Filta Group
📍 Colombia