Customer Support Specialist supporting Welbi’s senior living care platform. Troubleshooting customer issues, improving self - service education, and coordinating configurations across support and product teams.
About the role
- Customer Support Specialist resolving billing, product, and subscription issues for Meshy’s 3D generative AI platform. Improving support policies, automations, and self-service resources across Eastern Time coverage.
Responsibilities
- Handle user issues including product questions, product bugs, feature requests, and billing matters
- Make independent decisions 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 appropriate teams
- Improve billing policies, refund rules, and internal standard operating procedures
- Create Help Center articles and Intercom automations to reduce recurring support tickets
- Review support ticket data and present trends and improvement recommendations
- Own the Eastern Time support window
- Coordinate with Growth and Customer Success so support decisions reflect the broader user relationship
- Maintain handoffs with support teammates in Beijing, US East, and US West to provide around-the-clock 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, including discounts, refunds, and disputes
- Ability to independently resolve billing edge cases
- Experience owning a full support queue, including product bugs and feature requests
- Clear, empathetic communication skills with excellent written and spoken English
- Technically fluent and quick to learn fast-changing products and tools
- Self-starter able to build structure where processes are not fully formed
- Experience with billing and ticketing systems such as Intercom, Stripe, PayPal, or similar
- Experience building or optimizing Intercom highly preferred
- Based in the United States and able to work Eastern Time hours
- Availability for occasional meetings outside regular hours, typically once or twice weekly
- Bilingual English and Mandarin preferred
- Support experience with AI or 3D products is a plus
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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