Billing Support Specialist (SaaS)

Location: United States, fully remote. Work Eastern Time hours, starting no later than 8:00 AM ET, with afternoon overlap with the US West team. Occasional meetings outside regular hours are expected, typically once or twice a week.

Company

hirify.global is a 3D generative AI product company that transforms text and images into 3D models for professional artists and hobbyists.

What you will do

• Handle user issues including product questions, bugs, feature requests, billing questions, refunds, and disputes.
• Make independent decisions on complex and edge-case billing and refund cases while balancing user experience and company policy.
• Partner with Product, Engineering, Finance, Growth, and Customer Success to investigate issues, route feedback, and improve the user relationship.
• Shape billing policies, refund rules, standard operating procedures, and internal support frameworks.
• Create Help Center content and Intercom automations to reduce recurring support requests.
• Review ticket data, identify trends, and recommend product and support improvements.

Requirements

• Based in the United States and able to work Eastern Time hours.
• 2–5 years of billing or subscription support experience, including at least 2 years supporting a large SaaS subscription product.
• Hands-on experience handling discounts, refunds, disputes, product bugs, and feature requests.
• Excellent written and spoken English with clear, empathetic communication.
• Technical fluency and the ability to learn fast-changing products and tools.
• Experience with billing and ticketing systems such as Intercom, Stripe, or PayPal; Intercom optimization experience is highly preferred.

Nice to have

• Support experience with AI or 3D products.
• Bilingual English and Mandarin communication.
• Experience building structure and processes in an environment where support procedures are still developing.

Culture & Benefits

• Remote work with support coverage across Beijing, US East, and US West.
• Competitive salary, equity, and benefits package.
• Health, dental, and vision insurance.
• Stock options for core team members.
• Opportunities for professional growth in AI and 3D technology.
• Culture focused on intelligence, empathy, bold experimentation, quality, creativity, and collaboration.