Remote SaaS Billing & Support Specialist

Meshy LLC

Palo Alto (CA)

Hybrid

CAD 60,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Stock options

Health insurance

Flexible work environment

Job summary

Meshy LLC in Canada is seeking a customer billing specialist to own the full billing and subscription support process during Eastern Time hours. This fully remote role requires strong judgment on refunds, disputes, and policy interpretation while maintaining a superior user experience.

You will collaborate with Product, Engineering, and Finance to resolve issues, improve the Help Center, and optimize Intercom workflows.

Qualifications

2-5 years of billing or subscription support experience.
Experience with complex billing scenarios including discounts, refunds, and disputes.
Able to own the full support queue beyond billing.
Excellent written and spoken English communication.
Technical fluency and quick adaptation to changing products and tools.
Self-starter able to build structure in an evolving process.
Experience with AI or 3D products is a plus.
Experience with Intercom, Stripe, PayPal, or similar billing systems; preference for Intercom optimization.
Based in Canada and able to work Eastern Time hours.
Bilingual in English and Mandarin preferred.

Responsibilities

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 user experience against 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 self-serve answers—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, coordinating with Growth and Customer Success for full-user relationship coverage.
Start no later than 8:00 AM ET (7:00-8:00 AM preferred). You’ll be part of a triad across Beijing, US East, and US West for around-the-clock coverage.