Email Support Executive

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Decisive Development Consulting Full time 60,000 - 80,000 per year

Email Support Executive (Night Shift – US Market)

Salary: Up to RM4,500/month

Work Arrangement: Hybrid (4 days office, 1 WFH)

Location: KL Sentral

Shift Hours: 9:00 PM – 6:00 AM (MYT)

Industry: US Legal-Tech / Corporate Services

Employment Type: Full-time, Permanent

⸻

About the Role

Our client is a leading American legal-technology company headquartered in North America, with annual revenues close to USD 500 million. They are setting up a Night-Shift Email Support Team in Malaysia to manage high-volume email communication from large North American institutional clients.

As an Email Support Executive, you will handle and respond to approximately 150 incoming emails per shift. These emails include client requests, clarifications, updates, and task instructions. Using approved templates and internal systems, you will:


• Read and understand each email


• Respond using provided templates


• OR forward the request to the correct US team


• Ensure timely and accurate follow-through

This is not a call-center role — no inbound or outbound calls. The job is 100% email-based, fast-paced, and requires strong comprehension skills.

⸻

Key Responsibilities


• Handle and respond to around 150 client emails per shift


• Review and interpret incoming requests from North American clients


• Reply using approved email templates (no drafting required)


• Forward or assign items to the correct internal department when needed


• Ensure all responses meet agreed turnaround times and accuracy


• Track pending items and follow-ups using internal systems


• Work closely with US-based teams during overnight hours


• Maintain confidentiality and professionalism at all times

⸻

Requirements


• Strong English reading and written communication skills


• Able to work quickly and accurately in a high-volume email environment


• Comfortable working night shift (9 PM – 6 AM)


• Experience in email support, shared services, back-office processing, service desk, or non-voice customer service is an advantage


• Strong attention to detail and ability to follow structured templates


• Able to multitask across systems and email platforms


• Reliable, consistent, and able to work independently

⸻

Why Join Us?


• Support a top-tier US legal-tech organization


• Exposure to global workflows and international stakeholders


• Hybrid work model (4 days office / 1 WFH)


• Night shift allowance included within salary package


• Long-term career opportunities as the Malaysia team expands

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