Customer Support & Email Marketing Specialist (Remote, US Hours)

About the role

An international Catholic news and media publication, which recently added a paywall and is focused on subscriber growth, is looking for a Customer Support & Email Marketing Specialist. The role is remote, based in Bogotá, Cali or Medellín, with US business hours (Monday to Thursday 9:00 AM - 6:30 PM EDT, Friday 9:00 AM - 6:00 PM EDT). It is a small, hands-on team where subscriber care and email marketing work together.

Key responsibilities

• Answer subscriber enquiries via the help desk and email, covering logins, password resets, access problems, billing, trials, renewals, cancellations and refunds.
• Build, schedule and send newsletters, campaigns and trial-to-paid nurture sequences in Mailchimp.
• Help readers who are not confident with technology reach content on desktop, tablet and mobile, explaining each step patiently.
• Escalate genuine platform faults to the website or subscription provider and follow them through to resolution.
• Manage lists, segments and automations, keep list hygiene and deliverability healthy, and test subject lines and send times.
• Coordinate social media scheduling and route subscriber enquiries from social channels into the help desk.
• Report on support volume, email performance, trial conversion and social engagement.
• Spot recurring issues, build a help centre or FAQ library and propose ways to improve retention.

Required profile

• 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.
• Ability to explain technical steps simply and patiently to non-technical readers.
• Ownership and sound judgment, handling subscriber and payment data confidentially.
• A self-starter who can work independently with minimal supervision.
• Comfort working US business hours with reliable high-speed internet and a quiet, private home workspace.

Required skills

• Mailchimp or a similar email platform (campaigns, automations, segmentation)
• A help desk or ticketing tool
• Bonus: digital publishing or subscription content experience, paywall and subscription platforms, Stripe, Canva, social media scheduling tools, Google Analytics, help centre building, Spanish

What we offer

• Indefinite contract with Colombian government benefits (13th-month salary, unemployment insurance, health care, pension, labor risk administration, 15 vacation days per year).
• 2 paid Family Days and 3 PTO days per year.
• Private healthcare with dental insurance for the employee and one dependent.
• Computer provided and member wellness program.