Company Description:
At Adnova, we're 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
