Customer Technical Support Specialist - US
About The Position
Meshy is hiring a US-based Customer Technical Support Specialist to own its Eastern Time support window in a fully remote role. The specialist handles user questions and issues across product guidance, bugs, feature requests, billing, refunds, and subscription disputes. They make independent decisions on complex cases while balancing user experience with company policy, and work with Product, Engineering, Finance, Growth, and Customer Success to resolve issues and understand the broader user relationship. The role also helps establish and improve billing policies, refund rules, and support procedures; creates self-service resources and Intercom automations to reduce recurring tickets; and reviews ticket data to identify trends and recommend improvements. The support team spans Beijing, US East, and US West and provides around-the-clock coverage through handoffs. The role starts between 7:00 and 8:00 AM Eastern Time, no later than 8:00 AM, with afternoon overlap with the US West team. Occasional meetings outside regular hours are expected, typically once or twice a week.
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, including discounts, refunds, and disputes, and the judgment to resolve edge cases independently.
- Comfort handling the full support queue beyond billing, including product bugs and feature requests.
- Excellent written and spoken English and clear, empathetic communication skills.
- Technical fluency and the ability to learn fast-changing products and tools quickly.
- Self-starter able to build structure where processes are not yet fully formed.
- Based in the United States and able to work Eastern Time hours.
- Availability for occasional meetings outside regular hours, typically once or twice a week.
Nice To Haves
- Support experience with AI or 3D products.
- Experience with billing and ticketing systems such as Intercom, Stripe, PayPal, or similar.
- Experience building or optimizing Intercom workflows.
- Bilingual English and Mandarin.
Responsibilities
- Handle the full range of user issues during the assigned hours, including product questions, bugs, feature requests, and billing matters.
- Make independent judgment calls on complex or edge-case refund and billing disputes while balancing user experience and company policy.
- Partner with Product, Engineering, and Finance to investigate and resolve bugs and route feature requests and user feedback.
- Help shape and continuously improve billing policy, refund rules, and internal handling procedures.
- Identify recurring issues and create self-service answers through Help Center articles and Intercom automations.
- Review support ticket data, identify trends, and bring improvement recommendations to the team.
- Own the Eastern Time support window and coordinate with Growth and Customer Success so support decisions reflect the full user relationship.
- Coordinate support handoffs with teammates in Beijing and the US West.
Benefits
- Competitive salary, equity, and benefits package.
- Stock options available for core team members.
- Comprehensive health, dental, and vision insurance.
- Flexible work environment, with options for remote and on-site work.
- Opportunities for fast professional growth and development.
- Inclusive culture that values creativity, innovation, and collaboration.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
