Customer Support Executive (US Shift) (Chennai)

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 recent customers and handling basic setup questions Maintain a high standard of customer satisfaction (CSAT) Required Skills: 25 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 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 recent customers and handling basic setup questions Maintain a high standard of customer satisfaction (CSAT) Required Skills: 25 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