Remote US Support Specialist — SaaS Billing & AI

Meshy LLC; Palo Alto (CA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Stock options

Health insurance

Flexible work environment

Job summary

Meshy LLC is seeking a Billing & Subscription Support Specialist to manage the full range of user billing issues during Eastern Time hours. You will handle refunds, subscriptions, and inquiries with careful judgment and customer empathy.

You will collaborate with Product, Engineering, and Finance to resolve bugs, implement self-serve help resources, and contribute to policy improvements. This role supports round-the-clock coverage across Beijing and US teams.

Qualifications

• 2-5 years of billing or subscription support experience.
• Hands-on experience with complex billing scenarios (discounts, refunds, disputes).
• Clear, empathetic communicator with excellent written and spoken English.
• Technically fluent; quick to pick up fast-changing products and tools.
• Self-starter who can build structure in an evolving process.
• Experience with billing/ticketing systems; Intercom optimization is a plus.
• Based in the United States and able to work Eastern Time hours.
• Bilingual in English and Mandarin preferred.

Responsibilities

• Handle the full range of user issues during your hours: general product questions, product bugs, refunds, and billing.
• Make independent judgment calls on complex refund and billing disputes.
• Partner with Product, Engineering, and Finance to investigate and resolve bugs and route requests.
• Shape and improve our billing policy, refund rules, and internal SOPs.
• Identify recurring issues and build self-serve Help Center articles and automations.
• Review support ticket data and share trends and improvement recommendations.
• Own the Eastern Time support window and coordinate with Beijing and US teams.
• Start no later than 8:00 AM ET; collaborate across three time zones to ensure coverage.

Skills

Billing experience

Complex billing scenarios

Support queue ownership

Clear communication

Technical fluency

Self-starter

AI/3D product knowledge

Intercom/Stripe/PayPal

US ET hours

EN/ mandarin bilingual

Tools

Intercom

Stripe

PayPal

Job description

Meshy LLC is seeking a Billing & Subscription Support Specialist to manage the full range of user billing issues during Eastern Time hours. You will handle refunds, subscriptions, and inquiries with careful judgment and customer empathy.

You will collaborate with Product, Engineering, and Finance to resolve bugs, implement self-serve help resources, and contribute to policy improvements. This role supports round-the-clock coverage across Beijing and US teams.