Customer Support & Email Marketing Specialist – Remote | US Hours | HMO + dependent

Filta; Bogotá; On-site; COP 27,900,000 - 55,800,000; Full time

Benefits offered by this job

Indefinite contract + Colombian govt.

Private healthcare + dental insurance

Computer provided

Wellness program

Family days

PTO: 3 paid time off / year

Job summary

Filta is a global Catholic news and media publication seeking a dedicated professional to blend subscriber support with email marketing expertise. You will handle reader inquiries, craft nurturing campaigns, and help maintain smooth, user-friendly experiences across desktop and mobile devices.

In this role you’ll work in a small team, leverage Mailchimp, and improve retention through thoughtful help articles and timely communications.

Qualifications

• 2+ years of experience in customer support and/or email marketing.
• Exceptional written English with a warm, natural tone.
• Ability to explain technical steps simply to readers who aren’t technically confident.

Responsibilities

• Respond to subscriber enquiries via the help desk and email: logins, password resets, access problems, billing, trials, renewals, cancellations, refunds.
• Build, schedule, and send newsletters, campaigns and trial-to-paid nurture sequences in Mailchimp.
• Escalate platform faults and coordinate with websites or subscription providers to resolve issues.
• Manage lists, segments, automations and ensure deliverability; test subject lines and send times.
• Coordinate social media scheduling and route subscriber enquiries from social channels to the help desk.
• Report on support volume, email performance and trial conversion; identify recurring issues.

Skills

Customer support

Email marketing

Written English

Independent working

Tools

Mailchimp

Help desk software

Job description

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 handle subscriber and payment data with full confidentiality
• A self-starter 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

Disclaimer

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.