Customer Support, Email Marketing Specialist

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Address subscriber inquiries via the help desk and email, covering topics such as logins, password resets, access issues, billing, trials, renewals, cancellations, and refunds.

• Create, schedule, and distribute newsletters, campaigns, and nurture sequences for trial-to-paid transitions using Mailchimp.

• Assist readers in accessing content across desktop, tablet, and mobile platforms by providing clear, step-by-step guidance.

• Report any legitimate platform issues to the website or subscription provider and ensure they are resolved.

• Oversee lists, segments, and automations while ensuring list hygiene and deliverability are upheld.

• Experiment with subject lines and send times for optimal engagement.

• Manage social media scheduling and direct subscriber inquiries from social media channels into the help desk.

• Track and report on support volume, email performance, trial conversion rates, and social media engagement.

• Recognize recurring issues, develop a help center or FAQ library, and suggest improvements for subscriber retention.

⛳️ Requirements

• Over 2 years of experience in customer support and/or email marketing, demonstrating strong proficiency in one area and competence in the other.

• Excellent written English with a friendly and approachable tone.

• Capability to explain technical processes clearly and patiently to readers with limited technical knowledge.

• Practical experience with Mailchimp or a similar email platform, including campaign creation, automations, and segmentation.

• Familiarity with a help desk or ticketing system.

• Strong sense of ownership and sound judgment; ability to handle subscriber and payment information with confidentiality.

• Ability to work independently within a small organization with minimal oversight.

• Willingness to work US business hours, Monday to Friday from 9:00 AM EDT.

• Reliable high-speed internet connection.

• A quiet, private workspace at home.

• Experience in digital publishing, news media, or a subscription-based content business is advantageous.

• Comfort and respect when engaging with Catholic content and readers is a plus.

• Experience with paywall and subscription platforms, as well as payment systems like Stripe, is a bonus.

• Familiarity with Canva, social media scheduling tools, or Google Analytics is an added advantage.

• Experience in building a help center or knowledge base, or assisting subscribers during a website migration is a benefit.

• Proficiency in written Spanish is a plus.

🏝️ Benefits

• Indefinite contract that includes Colombian government benefits such as a 13th-month salary, unemployment insurance, interest on unemployment insurance, healthcare services, pension, labor risk administration, and 15 vacation days for each year of service.

• Two paid Family Days annually.

• Three Paid Time Off (PTO) days each year.

• Private healthcare coverage, including dental insurance for the employee and one dependent.

• Provision of a computer for work purposes.

• Access to a Member Wellness Program.

• Opportunity to work remotely.