Customer Support Specialist - US

Role overview

A Customer Support Specialist role based in the United States, working fully remote during Eastern Time hours as part of a globally distributed support team that ensures continuous coverage for a SaaS subscription product. The position owns the Eastern Time support window, handling a mix of billing inquiries, product questions, bugs, and feature requests while acting as the first point of contact during US business hours.

Responsibilities

- Handle the full range of inbound user issues during assigned hours, spanning general product questions, product bugs, feature requests, and billing inquiries - Make independent judgment calls on complex refund and billing disputes, balancing the user experience against company policy - Partner with Product, Engineering, and Finance to investigate and resolve bugs, and route feature requests and user feedback to the right internal teams - Shape and continuously refine billing policy, refund rules, and internal standard operating procedures - Identify recurring issues and convert them into self-serve resources such as Help Center articles and chat automations so they stop generating tickets - Review support ticket data to surface trends and recommend improvements back to the broader team - Own the Eastern Time support window and coordinate handoffs with teammates in other regions to maintain around-the-clock coverage - Work closely with Growth and Customer Success so that support decisions reflect the full user relationship

Requirements

- 2–5 years of billing or subscription support experience, including at least 2 years supporting a large SaaS company's subscription product - Hands-on experience with complex billing scenarios such as discounts, refunds, and disputes, with the judgment to resolve edge cases independently - 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 in an environment where processes are still forming - Based in the United States and able to work Eastern Time hours, with flexibility for occasional meetings outside regular hours

Nice to have

- Support experience with AI or 3D products - Familiarity with billing and ticketing systems such as Intercom, Stripe, PayPal, or similar tools; experience building out or optimizing Intercom is highly preferred - Bilingual in English and Mandarin

Benefits and work setup

- Fully remote position within the United States, with a start time between 7:00 and 8:00 AM ET - Flexible work environment offering both remote and on-site options - Stock options available for core team members - Comprehensive health, dental, and vision insurance - Opportunities for fast professional growth and development within an inclusive culture that values creativity, innovation, and collaboration