Customer Support Specialist - CAD

Role overview A fully remote customer support role focused on billing and subscription inquiries for a SaaS 3D content creation platform. The position owns the Eastern Time support window, handling a wide range of user issues while partnering with Product, Engineering, and Finance to resolve complex cases. The specialist will also help shape internal billing and refund frameworks as the support function matures.

Responsibilities - Respond to user inquiries covering general product questions, bugs, feature requests, and billing matters during assigned hours. - Make independent judgment calls on complex refund and billing disputes, balancing user experience with company policy. - Collaborate with Product, Engineering, and Finance to investigate bugs and route feedback and feature requests to appropriate teams. - Contribute to the ongoing refinement of billing policy, refund rules, and standard operating procedures. - Identify recurring issues and create self-serve resources such as Help Center articles and chat automations to reduce ticket volume. - Analyze support trends and recommend process or product improvements based on ticket data.

Requirements - 2–5 years of billing or subscription support experience, including at least 2 years supporting a large SaaS subscription product. - Demonstrated ability to handle complex billing scenarios including discounts, refunds, and disputes. - Comfort owning a full support queue that extends beyond billing into product bugs and feature requests. - Clear, empathetic written and spoken communication skills in English. - Technical aptitude and ability to learn new products and tools quickly. - Self-starter mindset with the ability to build structure where processes are still developing.

Nice to have - Support experience with AI or 3D products. - Hands-on experience with ticketing and billing systems such as Intercom, Stripe, or PayPal, including building or optimizing Intercom workflows. - Bilingual English and Mandarin proficiency.

Benefits and work setup - Fully remote position based in Canada, working Eastern Time hours with a start time between 7:00 and 8:00 AM ET. - Part of a globally distributed support team covering Beijing, US East, and US West time zones with structured handoffs. - Occasional meetings outside regular hours, typically once or twice per week. - Competitive compensation package including equity and comprehensive health, dental, and vision insurance. - Stock options available for core team members.