Senior Customer Support Specialist – Billing & Subscription Expertise for a Leading AI‑Driven 3D Creative Platform (Remote, US East Time)

About brighthush

brighthush is the world’s most advanced 3D generative AI platform, redefining how artists, designers, and hobbyists bring ideas to life. By turning simple text prompts or 2‑D images into high‑quality 3‑D models in minutes, brighthush has democratized content creation and accelerated production pipelines for studios, game developers, and independent creators alike. With a global user base of over 12 million and more than 100 million models generated, brighthush is the go‑to solution for anyone who wants to explore the limitless possibilities of 3‑D art.

Founded by a team of MIT, Stanford, and Berkeley alumni and seasoned veterans from Nvidia, Microsoft, and other industry leaders, brighthush blends cutting‑edge research with practical engineering to deliver a product that is both powerful and intuitive. Our mission is simple: Unleash 3‑D Creativity for Everyone. We do this by continuously improving our AI models, expanding our feature set, and building a supportive community that thrives on collaboration and innovation.

brighthush is backed by top venture capital firms, including Sequoia and Granite Asia, and has raised nearly $400 million in funding. We are recognized as the No. 1 3‑D AI tool in popularity and traffic, with 10 million monthly visits and a vibrant ecosystem of developers, artists, and educators.

Why Join brighthush?

At brighthush, you’ll be part of a high‑impact team that is shaping the future of digital content. We offer:

• Competitive Compensation – Base salary, performance bonuses, and equity that grow with the company.
• Comprehensive Benefits – Health, dental, vision, and mental‑health coverage for you and your family.
• Remote Flexibility – Work from anywhere in the United States while aligning with our Eastern Time support window.
• Career Growth – Fast‑track learning opportunities, mentorship from industry leaders, and clear paths to senior roles.
• Inclusive Culture – A diverse, collaborative environment that values curiosity, empathy, and bold experimentation.

Role Overview

As a Senior Customer Support Specialist at brighthush, you will be the frontline advocate for our users during the critical Eastern Time support window. Your primary focus will be on billing, subscription management, and complex refund disputes, while also handling product questions, bug reports, and feature requests. You will partner closely with Product, Engineering, and Finance to resolve issues, shape policies, and improve the overall customer experience.

Key Responsibilities

• Handle the full spectrum of user inquiries during your shift, including product questions, technical bugs, feature requests, and billing issues.
• Make independent, judgment‑based decisions on complex refund and billing disputes, balancing user satisfaction with company policy.
• Collaborate with cross‑functional teams—Product, Engineering, Finance—to investigate and resolve bugs, and route feature requests to the appropriate stakeholders.
• Lead the continuous improvement of our billing policy, refund rules, and internal SOPs, ensuring they remain fair, transparent, and scalable.
• Identify recurring issues and author self‑serve Help Center articles and Intercom automations to reduce ticket volume.
• Analyze support ticket data, uncover trends, and present actionable recommendations to leadership.
• Own the Eastern Time support window, coordinating handoffs with our Beijing and US West teammates to maintain 24/7 coverage.
• Participate in occasional cross‑time‑zone meetings (once or twice a week) to align with global initiatives.

Essential Qualifications

• 2–5 years of experience in billing or subscription support, with at least 2 years supporting a large SaaS subscription product.
• Hands‑on expertise with complex billing scenarios—discounts, refunds, disputes—and the ability to resolve edge cases independently.
• Comfortable owning the entire support queue beyond billing, including product bugs and feature requests.
• Excellent written and spoken English; clear, empathetic communication is essential.
• Technically fluent and quick to learn fast‑changing products and tools.
• Self‑starter mindset—capable of building structure in a dynamic, evolving environment.
• Experience with AI or 3‑D products is a plus.
• Proficiency with billing and ticketing systems such as Intercom, Stripe, PayPal, or similar; experience building or optimizing Intercom is highly preferred.
• Based in the United States and able to work Eastern Time hours (7:00–8:00 AM ET start).
• Bilingual in English and Mandarin is preferred but not required.

Preferred Qualifications

• Background in customer success or technical support for AI‑driven platforms.
• Experience with data analysis tools (Excel, SQL, or BI dashboards) to interpret support metrics.
• Knowledge of 3‑D modeling workflows or familiarity with popular tools such as Blender, Maya, or Unity.
• Previous exposure to subscription billing platforms like Stripe Billing, Chargebee, or Recurly.
• Strong problem‑solving skills and a proactive approach to process improvement.

Skills & Competencies

• Customer‑Centric Mindset – Empathy for users, a passion for solving problems, and a commitment to delivering exceptional service.
• Analytical Thinking – Ability to dissect complex billing scenarios, identify root causes, and propose data‑driven solutions.
• Communication Excellence – Clear, concise, and friendly communication across written and verbal channels.
• Technical Aptitude – Quick learning curve for new software, APIs, and internal tools.
• Collaboration & Influence – Working effectively with Product, Engineering, Finance, and Growth teams to drive outcomes.
• Process Ownership – Building and refining SOPs, knowledge bases, and automation workflows.
• Adaptability – Thriving in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As you master billing and support operations, you’ll have the chance to:

• Lead initiatives to streamline billing processes and reduce churn.
• Transition into a Customer Success Manager role, overseeing long‑term customer relationships.
• Move into Product Management or Engineering, leveraging your deep understanding of user pain points.
• Participate in hackathons, research projects, and internal innovation challenges.
• Attend industry conferences, workshops, and training sessions—both virtual and in‑person.

Work Environment & Culture at brighthush

Our culture is built on four core values: Brain, Heart, Gut, Taste. We celebrate intelligence, empathy, boldness, and quality in everything we do. The team is distributed across North America, Asia, and Oceania, fostering a truly global perspective. We encourage open communication, continuous learning, and a healthy work‑life balance. Remote work is the norm, but we also host quarterly in‑person retreats and team‑building events to strengthen our community.

Compensation & Perks

While specific figures vary based on experience, you can expect:

• Competitive base salary aligned with market rates for senior support specialists.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Equity options that vest over a four‑year period, giving you a stake in brighthush’s success.
• Full‑coverage health, dental, and vision insurance for you and your dependents.
• Flexible paid time off, parental leave, and mental‑health resources.
• Access to a generous stipend for home office equipment and a monthly allowance for remote work expenses.
• Annual professional development budget for courses, certifications, and conferences.

How to Apply

Ready to join a team that is reshaping the future of 3‑D content? Submit your resume and a brief cover letter explaining why you’re the perfect fit for the brighthush Customer Support Specialist role. We look forward to hearing from you!