Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Address user concerns such as general product inquiries, product bugs, feature requests, and billing issues.

• Make independent judgments on intricate refund and billing disputes while balancing user satisfaction with company policies.

• Collaborate with Product, Engineering, and Finance teams to investigate and resolve bugs.

• Direct feature requests and user feedback to the relevant teams.

• Enhance billing policies, refund procedures, and internal standard operating protocols.

• Recognize recurring issues and develop Help Center articles and Intercom automations.

• Analyze support ticket data and present trends along with recommendations for improvement.

• Manage the Eastern Time support window.

• Work together with Growth and Customer Success teams to ensure support decisions align with the overall user relationship.

• Coordinate transitions with Beijing and US West support team members to ensure continuous coverage.

⛳️ Requirements

• 2-5 years of experience in billing or subscription support, including at least 2 years with a large SaaS company's subscription product.

• Practical experience with complex billing scenarios, such as discounts, refunds, and disputes.

• Capability to independently resolve unique billing issues.

• Experience managing the entire support queue, encompassing product bugs and feature requests.

• Clear and empathetic communication skills with excellent written and spoken English.

• Technically proficient and quick to adapt to rapidly evolving products and tools.

• A self-starter who can establish structure in areas where processes are not fully defined.

• Familiarity with billing and ticketing systems like Intercom, Stripe, PayPal, or similar platforms.

• Experience in building or optimizing Intercom is highly preferred.

• Located in the United States and able to work during Eastern Time hours.

• Willingness to attend occasional meetings outside standard hours, usually once or twice a week.

• Support experience with AI or 3D products is an advantage.

• Bilingual in English and Mandarin is preferred.

🏝️ Benefits

• Competitive salary, equity, and benefits package.

• Flexible work environment, with options for remote and on-site work.

• Opportunities for rapid professional growth and development.

• Inclusive culture that values creativity, innovation, and teamwork.

• Stock options available for core team members.

• Comprehensive health, dental, and vision insurance.