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

Filta; Colombia; Remote; COP 39,060,000 - 61,380,000; Full time

Benefits offered by this job

Indefinite contract

Colombia benefits

Private healthcare

Work equipment provided

Wellness program

Family days

Paid time off

Job summary

Filta Group Inc. is seeking a remote Customer Support & Email Marketing specialist to assist subscribers, manage newsletters, and guide readers through technical steps with patience. You will collaborate on help articles, troubleshoot access issues, and optimize email campaigns from a home office in Colombia.

The role supports US business hours and requires strong written English and independent work habits. Experience with Mailchimp and a helpful, reader-focused approach are essential.

Qualifications

• 2+ years of experience in customer support and/or email marketing.
• Exceptional written English with a warm, natural tone.

Responsibilities

• Respond to subscriber inquiries via help desk and email (logins, password resets, billing, trials, renewals, cancellations, refunds).
• Build, schedule and send newsletters, campaigns and nurture sequences in Mailchimp.

Tools

Mailchimp

Help desk software

Job description

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