Customer Support Specialist

New

MeshyAI 3D Content

United States, Eastern Time hours (7:00–8:00 AM ET start). Occasional meetings outside regular hours expected.Full-TimeMiddle

SalaryCompetitive salary, equity, and benefits package.

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Job Details

2-5 years of billing or subscription support experience, with at least 2 years specifically at a large SaaS company.
Hands-on experience managing complex billing scenarios including discounts, refunds, and disputes.
Ability to independently resolve edge-case issues.
Experience managing a full support queue including product bugs and feature requests.
Clear, empathetic communication skills with excellent written and spoken English.
Technical fluency with the ability to quickly learn fast-changing products and tools.
Self-starter capable of building structure in an evolving, startup environment.
Experience with ticketing and billing systems such as Intercom, Stripe, or PayPal.
Must be based in the United States and available for Eastern Time hours.
Bilingual in English and Mandarin is preferred.
Experience with AI or 3D products is a plus.

Handle user inquiries including product questions, bugs, feature requests, and billing concerns during Eastern Time hours.
Make independent judgments on complex billing and refund disputes while balancing user experience and policy.
Partner with Product, Engineering, and Finance to investigate and resolve bugs and provide user feedback.
Develop and improve billing policies, refund rules, and internal standard operating procedures.
Create and maintain self-serve resources, including Help Center articles and Intercom automations.
Review support ticket data to identify trends and recommend product or process improvements.
Coordinate with team members across different time zones to ensure 24/7 support coverage.

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