Customer Support Specialist (Billing & Subscription) - Fully Remote

Headquartered in Silicon Valley, Meshy is the leading 3D generative AI company on a mission to Unleash 3D Creativity by transforming the content creation pipeline. Meshy makes it effortless for both professional artists and hobbyists to create unique 3D assets—turning text and images into stunning 3D models in just minutes. What once took weeks and cost $1,000 now takes just 2 minutes and $1.

Our world-class team of top experts in computer graphics, AI, and art includes alumni from MIT, Stanford, and Berkeley, as well as veterans from Nvidia and Microsoft. Our talent spans the globe, with team members distributed across North America, Asia, and Oceania, fostering a diverse and innovative multi-regional culture focused on solving global 3D challenges. Meshy is trusted by top developers, backed by premier venture capital firms like Sequoia and Granite Asia, and has successfully raised nearly $400 Million in funding.

The platform boasts over 12 Million users and has generated 100 Million models.

Key Responsibilities

• Handle the full range of user issues during your hours—general product questions, product bugs, feature requests, and billings.
• Make independent judgment calls on complex and edge-case refund and billing disputes, balancing the user's 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 team.
• Shape and continuously improve our billing policy, refund rules, and internal handling frameworks (SOPs).
• Identify recurring issues and build self-serve solutions—Help Center articles and Intercom automations—so they stop becoming tickets.
• Review support ticket data and bring trends and improvement recommendations back to the team.
• Own the Eastern Time support window, where our volume concentrates, and work with Growth and Customer Success so support decisions reflect the full user relationship.
• Work hours: Start no later than 8:00 AM ET (7:00–8:00 AM preferred). You'll be one of three support teammates across Beijing, US East, and US West who together keep Meshy covered around the clock.

Qualifications

• 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—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 the process is not yet fully formed.
• Support experience with AI or 3D products is a plus.
• Experience with billing and ticketing systems (Intercom, Stripe, PayPal, or similar); experience building out or optimizing Intercom is highly preferred.
• Based in the United States and able to work Eastern Time hours. Occasional meetings outside regular hours are expected—typically once or twice a week.
• Bilingual in English and Mandarin is preferred.

Our Values

• Brain: We value intelligence and the pursuit of knowledge.
• Heart: We care deeply about our work, our users, and each other.
• Gut: We trust our instincts and are not afraid to take bold risks.
• Taste: We have a keen eye for quality and aesthetics.

Why Join Meshy?

• Competitive salary, equity, and benefits package.
• Opportunity to work with a talented and passionate team at the forefront of AI and 3D technology.
• Flexible work environment, with options for remote and on-site work.
• Opportunities for fast professional growth and development.
• An inclusive culture that values creativity, innovation, and collaboration.

Benefits

• Stock options available for core team members.
• Comprehensive health, dental, and vision insurance.