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Customer Support Specialist - US

MeshyUS RemoteProduct
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Salary
$60K - $90K USD
Job type
Full-time
Work mode
Remote
Posted
18 Sept 2026
Status
Open · checked 7d ago

About this role

Meshy is seeking a Customer Support Specialist to join their team for a remote opportunity based in the United States. This full-time position suits professionals with a strong background in SaaS subscription support who want to help users navigate cutting-edge 3D generative technology.

Role Overview

The Customer Support Specialist handles user inquiries, billing questions, technical bugs, and feature requests during Eastern Time hours. Working as part of a global support rotation, this team member takes ownership of the primary US support window by managing handoffs with colleagues in Beijing and the US West team.

Key Responsibilities

Address a wide range of incoming user tickets covering general product questions, software bugs, feature suggestions, and billing inquiries.
Exercise independent judgment on intricate billing disputes and refund requests while maintaining company standards.
Collaborate with Product, Engineering, and Finance departments to track down bugs and channel user feedback appropriately.
Develop and refine internal standard operating procedures, billing policies, and refund guidelines.
Analyze support ticket patterns to create Help Center documentation and Intercom automations that reduce future ticket volume.
Coordinate with Growth and Customer Success teams to ensure support strategies align with broader user relationships.

Requirements

Possess two to five years of total experience handling billing or subscription support, including at least two years supporting subscription products at a major SaaS company.
Demonstrate hands-on expertise managing complicated billing situations such as discounts, refunds, and payment disputes.
Show proficiency in managing general support queues that include technical product issues and feature requests.
Communicate clearly and empathetically with excellent written and verbal English skills.
Adapt quickly to rapidly changing technical products and software tools.
Work independently as a self-starter in a developing procedural environment.
Reside in the United States with availability to work Eastern Time hours starting between 7:00 AM and 8:00 AM ET, plus occasional meetings outside standard hours.

Nice to Have

Previous customer support background working with artificial intelligence or 3D software products.
Familiarity with ticketing and billing platforms like Intercom, Stripe, or PayPal, with specific preference for Intercom optimization experience.
Bilingual capabilities in English and Mandarin.

Skills and Tools

SaaS subscription and billing management
Ticket queue handling and troubleshooting
Intercom, Stripe, and PayPal ticketing and payment tools
Help Center content creation and workflow automation

Salary and Benefits

Annual salary ranging from $60,000 to $90,000 USD.
Stock options available for core team members.
Comprehensive medical, dental, and vision insurance coverage.

About the Company

Headquartered in Silicon Valley, Meshy is a leading 3D generative artificial intelligence company transforming digital content creation. The platform empowers artists and hobbyists to convert text and images into detailed 3D models within minutes. Backed by prominent venture capital firms, the organization features a global, multidisciplinary team distributed across North America, Asia, and Oceania.

How to Apply

Interested candidates should visit the official company careers page to submit their application for the Customer Support Specialist position.

Questions candidates ask

What are the working hours for this remote position?

The role requires working Eastern Time hours, starting no later than 8:00 AM ET, with a preferred start time between 7:00 AM and 8:00 AM ET. Occasional meetings outside regular hours happen once or twice a week.

What level of experience is required for this role?

Candidates need 2 to 5 years of billing or subscription support experience, including at least 2 years supporting a subscription product for a large SaaS company.

What is the salary range for the Customer Support Specialist?

The position offers an annual salary between $60,000 and $90,000 USD.

Are benefits provided with this job?

Yes, benefits include stock options for core team members along with comprehensive health, dental, and vision insurance.

Where must the applicant be located?

Applicants must be based in the United States and equipped to work fully remote Eastern Time hours.

Ready to apply?

The application is on the official Meshy careers page.

Apply on company site