Customer Support Specialist – CAD

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Address user inquiries related to product questions, bugs, feature requests, and billing issues.

• Make independent judgments on complex and unique refund and billing disputes.

• 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 guidelines, and internal standard operating procedures.

• Develop Help Center articles and Intercom automations to minimize recurring support tickets.

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

• Manage the support operations for the Eastern Time zone.

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

• Maintain effective handoffs with support colleagues in Beijing, US East, and US West to ensure 24/7 coverage.

⛳️ Requirements

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

• Practical experience handling complex billing situations, including discounts, refunds, and disputes.

• Ability to independently resolve unique billing scenarios.

• Experience managing a complete support queue, addressing product bugs and feature requests.

• Strong, empathetic communication abilities with exceptional written and verbal English skills.

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

• Self-motivated individual capable of creating structure in the absence of established processes.

• Familiarity with billing and ticketing systems such as Intercom, Stripe, PayPal, or equivalent.

• Experience in building or optimizing Intercom is highly preferred.

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

• Willingness to attend occasional meetings outside of regular hours, typically once or twice a week.

• Bilingual in English and Mandarin is preferred.

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

🏝️ Benefits

• Competitive salary, equity, and comprehensive benefits package.

• Stock options available for core team members.

• Extensive health, dental, and vision insurance coverage.

• Flexible work environment, offering both remote and on-site work options.

• Opportunities for rapid professional growth and development.

• An inclusive culture that values creativity, innovation, and teamwork.