Customer Support Specialist - CAD
Core
High-volume customer support specialist handling billing, subscriptions, product questions, bugs, and feature requests for an AI and 3D technology SaaS platform.
Role type
Senior Customer Support Specialist (Billing & Subscriptions)
Builds
Scalable support processes, self-service resources, automation, and billing policies
Domain
SaaS, AI, 3D technology
Deliverable
client delivery
Required skills
Complex billing and refund resolution, independent judgment, SaaS subscription support, technical aptitude, process documentation, ticketing platform management
Preferred skills
Intercom workflow automation, AI/3D product support, bilingual English/Mandarin
Technologies
Intercom, Stripe, PayPal
Responsibilities
Manage full range of incoming support requests including billing and product issues; Resolve complex refunds and billing disputes independently; Partner with Product, Engineering, and Finance to investigate issues; Develop and improve billing policies and standard operating procedures; Create self-service solutions and automations based on ticket data analysis; Coordinate with international teams to maintain continuous global coverage
Seniority
Mid-level, hands-on IC
