About the Opportunity
A technology organization specializing in generative AI content creation tools is seeking a Customer Support Specialist - US to manage user support operations across Eastern Time hours. In this full-time, fully remote role based in the United States, you will handle user inquiries, resolve billing and subscription issues, and help establish support processes and documentation. Working as part of a distributed three-person team covering global hours, you will manage handoffs across time zones and collaborate with cross-functional teams to improve user experience.
Role and Schedule Details
- Employment type: Full time
- Location: Fully remote within the United States
- Schedule: Eastern Time hours, starting no later than 8:00 AM ET (7:00 AM to 8:00 AM ET start preferred)
- Overlap and handoffs: Includes afternoon overlap with the US West team, opening daily with a handoff from Beijing and closing with a handoff to US West
- Meeting flexibility: Occasional meetings outside regular business hours are expected, typically once or twice per week
Key Responsibilities
- Manage the full range of incoming user tickets during assigned hours, including general product inquiries, technical bug reports, feature requests, and billing issues.
- Make independent judgment calls on complex and edge-case billing disputes, refunds, and discounts while balancing user satisfaction with organizational policies.
- Partner with Product, Engineering, and Finance teams to investigate and resolve software bugs, and route incoming feature requests and user feedback to the relevant teams.
- Help define, shape, and continuously refine billing policies, refund rules, and internal handling frameworks (SOPs).
- Identify recurring user issues to build self-serve solutions, including Help Center documentation and automated Intercom workflows, to reduce inbound ticket volume.
- Analyze support ticket data to identify trends, communicate insights, and provide actionable recommendations for product and operational improvements.
- Take primary ownership of the high-volume Eastern Time support window, partnering with Growth and Customer Success teams to ensure support interactions reflect the complete user lifecycle.
Required Qualifications
- 2 to 5 years of billing or subscription support experience, including at least 2 years supporting a subscription product at a large SaaS organization.
- Hands-on experience managing complex billing scenarios, such as discounts, refunds, and charge disputes, paired with the judgment to resolve edge cases independently.
- Ability and willingness to manage the entire support queue beyond billing, including software bugs, troubleshooting, and feature requests.
- Clear, empathetic communication skills with excellent written and spoken English.
- Demonstrated technical fluency and the ability to rapidly learn fast-evolving tools and product features.
- Self-directed problem solver capable of establishing structure and processes in an evolving operational environment.
- Hands-on experience working with billing and ticketing systems, such as Intercom, Stripe, PayPal, or equivalent platforms.
- Residing in the United States with full availability to work Eastern Time hours, including availability for occasional team meetings outside standard hours once or twice weekly.
Preferred Qualifications
- Prior customer support experience with artificial intelligence (AI) or 3D software products.
- Hands-on experience configuring, building out, or optimizing Intercom workflows.
- Bilingual fluency in English and Mandarin.
Compensation and Benefits
- Competitive base salary and equity in the form of stock options.
- Comprehensive health coverage, including medical, dental, and vision insurance.
- Professional growth and development opportunities.