Customer Support Specialist
New
M
MeshyGenerative AI
US Remote, Eastern Time (7:00-8:00 AM ET start)Full-TimeMiddle
Salary$60K - $90K
Apply NowOpens the employer's application page
Job Details
- Languages
- English (Mandarin is preferred)
- Experience
- 2-5 years
- Required Skills
- SaaSCustomer support
Requirements
- 2-5 years of billing or subscription support experience, including at least 2 years in a large SaaS company.
- Hands-on experience managing complex billing scenarios such as discounts, refunds, and disputes.
- Ability to independently resolve edge-case support issues.
- Comfortable managing a support queue involving product bugs and feature requests.
- Excellent written and verbal communication skills in English.
- Technical fluency with the ability to quickly learn new tools and products.
- Self-starter capable of building structure in ambiguous environments.
- Proficiency with billing and ticketing systems like Intercom, Stripe, or PayPal.
- Experience optimizing Intercom is highly preferred.
- Based in the United States and able to work Eastern Time hours.
- Bilingual in English and Mandarin is a plus.
- Experience with AI or 3D products is a plus.
Responsibilities
- Handle user issues including product questions, bugs, feature requests, and billing inquiries.
- Resolve complex billing disputes and refund requests using independent judgment.
- Collaborate with Product, Engineering, and Finance to investigate and resolve technical issues.
- Develop and maintain internal SOPs for billing policies and refund frameworks.
- Create and update self-serve resources like Help Center articles and Intercom automations.
- Analyze support ticket data to identify trends and recommend process improvements.
- Manage the Eastern Time support window and facilitate team handoffs.
View Full Description & ApplyYou'll be redirected to the employer's site
