Remote SaaS Billing & Support Specialist (ET)

Meshy AI; Sunnyvale (CA); Remote; USD 60,000 - 90,000; Full time

Job summary

Meshy AI, a leading 3D generative AI company, is seeking a billing and subscription support specialist to manage the Eastern Time window and handle complex refund and billing cases. You will collaborate with Product, Engineering, and Finance to resolve issues, improve policies, and develop self-serve resources.

Flexibility in remote work from Canada with ET hours, plus experience with Intercom and payment platforms is valued. Join a fast-growing company shaping 3D content creation.

Qualifications

• 2-5 years billing or subscription support experience.
• Hands-on experience with complex billing scenarios including discounts, refunds, and disputes.
• 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 where processes are not yet formed.
• Support experience with AI or 3D products is a plus.
• Experience with billing and ticketing systems (Intercom, Stripe, PayPal, or similar); building out Intercom is highly preferred.
• Based in Canada and able to work Eastern Time hours; occasional meetings outside regular hours expected.

Responsibilities

• Handle the full range of user issues during your hours—general product questions, product bugs, feature requests, and billings.
• Make independent judgments on complex refund and billing disputes.
• Partner with Product, Engineering, and Finance to investigate bugs and route requests to the right team.
• Shape and improve billing policy, refund rules, and SOPs.
• Identify recurring issues and build self-serve Help Center articles and Intercom automations.
• Review support ticket data and share trends and improvement recommendations.
• Own the Eastern Time support window in coordination with Growth and Customer Success.
• Start no later than 8:00 AM ET; coordinate handoffs with Beijing and US West.

Skills

Billing experience

Customer support

English communication

Technical fluency

Self-starter

Bilingual English/Mandarin (preferred)

Tools

Intercom

Stripe

PayPal

Job description

Meshy AI, a leading 3D generative AI company, is seeking a billing and subscription support specialist to manage the Eastern Time window and handle complex refund and billing cases. You will collaborate with Product, Engineering, and Finance to resolve issues, improve policies, and develop self-serve resources.

Flexibility in remote work from Canada with ET hours, plus experience with Intercom and payment platforms is valued. Join a fast-growing company shaping 3D content creation.