Customer Technical Support Specialist - US

The role

This person will handle user issues including product questions, bugs, feature requests, and billings. They will also manage refund and billing disputes and improve internal support frameworks.

What you will do

• Handle user issues including product questions, bugs, feature requests, and billings.
• Make independent judgment calls on complex and edge-case refund and billing disputes.
• Partner with Product, Engineering, and Finance to investigate and resolve bugs.
• Route feature requests and user feedback to the right team.
• Shape and improve billing policy, refund rules, and internal handling frameworks.
• Identify recurring issues and build self-serve answer articles and automations.
• Review support ticket data and bring trends and improvement recommendations to the team.
• Own the Eastern Time support window.

Required qualifications

• 2-5 years of billing or subscription support experience.
• At least 2 years supporting a large SaaS company's subscription product.
• Hands-on experience with complex billing scenarios including discounts, refunds, and disputes.
• Clear, empathetic communicator with excellent written and spoken English.
• Technically fluent and quick to pick up fast-changing products and tools.
• Self-starter who can build structure in an environment where the process is not yet fully formed.
• Experience with billing and ticketing systems such as Intercom, Stripe, PayPal, or similar.
• Based in the United States.
• Able to work Eastern Time hours.

Nice to have

• Support experience with AI or 3D products.
• Experience building out or optimizing Intercom.
• Bilingual in English and Mandarin.

Benefits

• Competitive salary
• Equity
• Benefits package
• Stock options available for core team members
• Comprehensive health, dental, and vision insurance

Before you apply

• Based in the United States and able to work Eastern Time hours.
• Occasional meetings outside regular hours are expected typically once or twice a week.

About the company

Meshy is a 3D generative AI company that transforms text and images into 3D models. The company is headquartered in Silicon Valley and has over 12 million users.