Customer Support Specialist - CAD

Overview

• Location: Canada
• Work mode: Fully remote — Eastern Time hours
• Work hour: 7:00–8:00 AM ET start, with afternoon overlap with our US West team.

ABOUT MESHY

Headquartered in Silicon Valley, Meshy is the leading 3D generative AI company on a mission to Unleash 3D Creativity by transforming the content creation pipeline. Meshy makes it effortless for both professional artists and hobbyists to create unique 3D assets—turning text and images into stunning 3D models in just minutes. What once took weeks and cost $1,000 now takes just 2 minutes and $1.

Our world-class team of top experts in computer graphics, AI, and art includes alumni from MIT, Stanford, and Berkeley, as well as veterans from Nvidia and Microsoft. Our talent spans the globe, with team members distributed across North America, Asia, and Oceania, fostering a diverse and innovative multi-regional culture focused on solving global 3D challenges. Meshy is trusted by top developers, backed by premier venture capital firms like Sequoia and Granite Asia, and has successfully raised nearly $400 Million in funding.

Meshy is the market leader, recognized as the No.1 in popularity among 3D AI tools (according to 2024 A16Z Games) and No.1 in website traffic (according to SimilarWeb, with 10 Million monthly visits). The platform boasts over 12 Million users and has generated 100 Million models.

Founder and CEO Yuanming (Ethan) Hu earned his Ph.D. in graphics and AI from MIT, where he developed the acclaimed Taichi GPU programming language (27K stars on GitHub, used by 300+ institutes). His work is highly influential, including an honorable mention for the SIGGRAPH 2022 Outstanding Doctoral Dissertation Award and over 2,700 research citations.

BASIC INFORMATION

KEY RESPONSIBILITIES

• Handle the full range of user issues that come in during your hours-general product questions, product bugs, feature request, 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.