Customer Support Executive (US Shift)

Company Description:

At Adnova, were redefining how performance marketing and creative teams work. Our platform empowers brands and agencies with the full-stack creative workflowfrom inspiration and competitive research to creative briefing, storage, and performance analysisall in one place.

We are looking for a Customer Support Executive who is customer-obsessed, detail-oriented, and comfortable working in the US shift. You will be the first point of contact for our customers, helping them resolve issues, understand the product better, and have a great experience with our SaaS platform.

This role is critical to ensuring customer satisfaction, retention, and long-term success.

Key Responsibilities:

• Respond to customer queries via email, chat, and support tickets in a timely and professional manner
• Troubleshoot product issues and provide clear, step-by-step solutions
• Guide users on product features, workflows, and best practices
• Escalate technical or complex issues to the product/engineering team with proper context
• Maintain accurate records of customer interactions in the support system / CRM
• Identify recurring issues and proactively suggest improvements to documentation or product UX
• Assist with onboarding new customers and handling basic setup questions
• Maintain a high standard of customer satisfaction (CSAT)

Required Skills:

• 13 years of experience in customer support / customer success / technical support (SaaS preferred)
• Excellent written and spoken English (mandatory)
• Comfortable working in US night shifts
• Strong problem-solving and communication skills
• Ability to explain technical concepts in simple terms
• Calm, empathetic, and customer-first attitude