Customer Support Specialist - US

About the role

Meshy is a leading 3D generative AI company headquartered in Silicon Valley, providing a platform that turns text and images into 3D models in minutes. The Support Engineer for the Eastern Time window will be part of a global team handling user inquiries, billing and refund disputes, product bugs, feature requests, and helping shape support processes.

Responsibilities

• Handle the full range of user issues that come in during your hours—general product questions, product bugs, feature requests, 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 the self‑serve answer — 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 — your day opens with a handoff from Beijing and closes with a handoff to US West.

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. Our team spans multiple time zones, so occasional meetings outside your regular hours are expected — typically once or twice a week.
• Bilingual in English and Mandarin is preferred.

Benefits

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

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.

Schedule

Work hour: 7:00–8:00 AM ET start, with afternoon overlap with the US West team. 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 — your day opens with a handoff from Beijing and closes with a handoff to US West.