Customer Support Specialist - CAD
Meshy LLC · Remote · Canada Remote ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote (Canada)
- Eastern Time hours
- SaaS billing focus
- AI & 3D tech
- Equity included
Join Meshy, a leading 3D generative AI company, as a Customer Support Specialist. You will manage user issues, resolve complex billing disputes, and collaborate with Product and Engineering teams to improve the user experience. The role focuses on the Eastern Time support window, ensuring seamless coverage alongside global teammates.
What you'll do
- Resolve general product questions, bugs, feature requests, and billing issues.
- Make independent decisions on complex refund and billing disputes.
- Collaborate with Product, Engineering, and Finance to investigate bugs.
- Improve billing policies, refund rules, and internal standard operating procedures.
- Create Help Center articles and Intercom automations to reduce ticket volume.
- Analyze support data to identify trends and recommend improvements.
- Manage the Eastern Time support window with handoffs to global teams.
What you'll need
- 2-5 years of billing or subscription support experience.
- At least 2 years supporting a large SaaS subscription product.
- Experience handling complex billing scenarios like discounts and disputes.
- Excellent written and spoken English communication skills.
- Technically fluent and able to learn fast-changing products quickly.
- Based in Canada and available to work Eastern Time hours.
- Willingness to attend occasional meetings outside regular hours.
Nice to have
- Support experience with AI or 3D products.
- Bilingual in English and Mandarin.
- Experience with Intercom, Stripe, or PayPal.
- Background in building or optimizing Intercom workflows.
Stack
- Intercom
- Stripe
- PayPal
How you'll work
- Fully remote position based in Canada.
- Work hours start between 7:00 and 8:00 AM Eastern Time.
- Afternoon overlap required with US West team.
- Occasional meetings outside regular hours expected.
What you get
- Competitive salary and equity package.
- Stock options for core team members.
- Comprehensive health, dental, and vision insurance.
- Flexible work environment.
- Opportunities for professional growth.