Customer Support Specialist - CAD

Accountabilities:: Manage the full range of incoming support requests, including general product questions, subscription and billing issues, product bugs, and feature requests. Independently assess and resolve complex refunds, billing disputes, discounts, and other edge cases while balancing customer experience with established policies. Partner with Product, Engineering, and Finance teams to investigate technical and billing issues and ensure they are routed and resolved appropriately. Help develop and continuously improve billing policies, refund rules, internal frameworks, and standard operating procedures. Identify recurring customer issues and create scalable self-service solutions, including Help Center content and Intercom automations. Analyze support ticket data to identify trends, recurring problems, and opportunities for product or process improvements. Own the Eastern Time support window and coordinate effectively with teammates across multiple time zones to maintain continuous coverage. Work closely with Growth and Customer Success to ensure support decisions align with the broader customer relationship. Maintain clear handoffs between international support teams at the beginning and end of the Eastern Time coverage window. Contribute feedback and recommendations that improve support quality, operational efficiency, and the overall customer experience. Requirements: 2–5 years of billing or subscription support experience, including at least 2 years supporting a large SaaS subscription product. Hands-on experience handling complex billing scenarios involving discounts, refunds, disputes, and other non-standard cases. Ability to exercise sound independent judgment when resolving customer issues and determining appropriate solutions. Experience managing a broad support queue that includes product questions, technical bugs, billing concerns, and feature requests. Excellent written and spoken English, with a clear, empathetic, and customer-focused communication style. Strong technical aptitude and the ability to quickly learn new products, platforms, and support tools. Self-motivated and comfortable creating structure, processes, and documentation in an evolving environment. Experience with billing and ticketing platforms such as Intercom, Stripe, PayPal, or similar tools. Experience building, optimizing, or automating Intercom workflows is highly preferred. Experience supporting AI or 3D products is a plus. Based in Canada and available to work Eastern Time hours, with a start time no later than 8:00 AM ET and 7:00 AM–8:00 AM preferred. Willingness to occasionally attend meetings outside regular working hours, typically once or twice per week. Bilingual English and Mandarin communication skills are preferred. Benefits: Estimated total compensation of CA$50,000–CA$80,000. Fully remote position based in Canada. Eastern Time working schedule, with a 7:00–8:00 AM ET start and afternoon overlap with the US West team. Competitive salary, equity, and benefits package. Stock options available for eligible core team members. Comprehensive health, dental, and vision insurance. Flexible remote work environment. Opportunity to work with an international team across multiple time zones. Professional growth and development opportunities. Exposure to AI and 3D technology in a rapidly evolving product environment. Inclusive culture focused on creativity, innovation, collaboration, and customer impact.