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 from trial to paid in Mailchimp.

• Assist readers in accessing content across desktop, tablet, and mobile platforms by patiently guiding them through each step.

• Escalate 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.

• Test subject lines and optimal send times.

• Coordinate social media scheduling and direct subscriber inquiries from social channels to the help desk.

• Report on support volume, email performance, trial conversions, and social engagement metrics.

• Identify recurring challenges, develop a help center or FAQ library, and recommend improvements for subscriber retention.

⛳️ Requirements

• A minimum of 2 years of experience in customer support and/or email marketing, with strong proficiency in one area and demonstrable skills in the other.

• Outstanding written English with a warm and approachable tone.

• Capability to simplify technical processes for readers who may lack technical confidence, explaining each step patiently.

• Practical experience with Mailchimp or a comparable email platform, encompassing campaign creation, automation, and segmentation.

• Familiarity with a help desk or ticketing system.

• A sense of ownership and sound judgment; the ability to manage subscriber and payment data confidentially.

• Capacity to work independently within a small organization with minimal supervision.

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

• Reliable high-speed internet connection.

• A quiet, private home workspace.

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

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

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

• Familiarity with Canva, social media scheduling tools, or Google Analytics is beneficial.

• Prior experience in building a help center or knowledge base, or assisting subscribers during a website migration is a plus.

• Proficiency in written Spanish is an advantage.

🏝️ Benefits

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

• Two paid Family Days annually.

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

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

• A computer will be provided for work purposes.

• Access to a Member Wellness Program.

• Opportunity to work from home.