Customer Support Specialist - US

Meshy LLC

2d • Remote

About The Position

Meshy is seeking a Customer Support Specialist to handle a wide range of user issues, including general product questions, bugs, feature requests, and billing inquiries. The role involves making independent judgment calls on complex billing disputes, partnering with cross-functional teams to resolve issues, and improving support processes. The specialist will also be responsible for creating self-serve resources like Help Center articles and Intercom automations, reviewing support data, and owning the Eastern Time support window. This is a fully remote position requiring adherence to Eastern Time hours, with a start time between 7:00-8:00 AM ET. The role is part of a global support team that provides 24/7 coverage.

Requirements

• 2-5 years of billing or subscription support experience, including at least 2 years supporting a large SaaS company's subscription product.
• Hands-on experience with complex billing scenarios — discounts, refunds, and disputes — with the judgment to resolve edge cases independently.
• Comfortable owning the full support queue beyond billing, including product bugs and feature requests.
• 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.
• Based in the United States and able to work Eastern Time hours. Our team spans multiple time zones, so occasional meetings outside your regular hours are expected — typically once or twice a week.

Nice To Haves

• Support experience with AI or 3D products is a plus.
• Experience with billing and ticketing systems (Intercom, Stripe, PayPal, or similar); experience building out or optimizing Intercom is highly preferred.
• Bilingual in English and Mandarin is preferred.

Responsibilities

• Handle the full range of user issues that come in during your hours-general product questions, product bugs, feature request, billings.
• Make independent judgment calls on complex and edge-case refund and billing disputes, balancing the user's experience against company policy.
• Partner with Product, Engineering, and Finance to investigate and resolve bugs, and route feature requests and user feedback to the right team.
• Shape and continuously improve our billing policy, refund rules, and internal handling frameworks (SOPs).
• Identify recurring issues and build the self-serve answer — Help Center articles and Intercom automations — so they stop becoming tickets.
• Review support ticket data and bring trends and improvement recommendations back to the team.
• Own the Eastern Time support window, where our volume concentrates, and work with Growth and Customer Success so support decisions reflect the full user relationship.
• Work hours: Start no later than 8:00 AM ET (7:00–8:00 AM preferred). You'll be one of three support teammates across Beijing, US East, and US West who together keep Meshy covered around the clock — your day opens with a handoff from Beijing and closes with a handoff to US West.

Benefits

• Competitive salary, equity, and benefits package.
• Stock options available for core team members.
• Comprehensive health, dental, and vision insurance.
• Opportunity to work with a talented and passionate team at the forefront of AI and 3D technology.
• Flexible work environment, with options for remote and on-site work.
• Opportunities for fast professional growth and development.
• An inclusive culture that values creativity, innovation, and collaboration.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed