Billing and Product Support Specialist (AI/3D)

Location: Canada Remote; the requirements also state that candidates must be based in the United States. Fully remote with Eastern Time hours, starting no later than 8:00 AM ET and preferably between 7:00–8:00 AM ET.

Company

hirify.global develops generative AI tools that transform text and images into 3D models for professional artists, developers, and hobbyists.

What you will do

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

Requirements

• 2–5 years of billing or subscription support experience, including at least 2 years supporting a large SaaS subscription product.
• Hands-on experience with discounts, refunds, disputes, and complex billing scenarios.
• Experience handling product bugs and feature requests in addition to billing support.
• Excellent written and spoken English, with clear and empathetic communication.
• Technical fluency and the ability to learn rapidly changing products and tools.
• Based in the United States and able to work Eastern Time hours; occasional meetings outside regular hours are expected.

Nice to have

• Experience supporting AI or 3D products.
• Experience with Intercom, Stripe, PayPal, or similar billing and ticketing systems.
• Experience building or optimizing Intercom workflows.
• Bilingual English and Mandarin communication skills.

Culture & Benefits

• Remote work with coverage across Beijing, US East, and US West.
• Competitive salary, equity, and benefits package.
• Stock options for core team members.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional growth in AI and 3D technology.
• Inclusive culture focused on creativity, innovation, empathy, and collaboration.