Customer Support Specialist

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.

Work arrangement
Yes