[Hiring] Customer Support Specialist @Meshy LLC

Role Description

Handle the full range of user issues that come in during your hours:

• General product questions
• Product bugs
• Feature requests
• 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.

Qualifications

• 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.
• 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.
• 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.
• Bilingual in English and Mandarin is preferred.

Benefits

• Stock options available for core team members.
• Comprehensive health, dental, and vision insurance.
• Competitive salary, equity, and benefits package.
• 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.