Support Coordinator (Night Shift-US Market) (Salary Max 4.5K + Shift Allowance)

Client Support Coordinator (Night Shift – US Market)Salary: Up to RM4,500/monthWork Arrangement: Hybrid (4 days in office, 1 day WFH)Location: KL SentralShift Hours: 9:00 PM – 6:00 AM (Malaysia Time)Industry: US Legal-Tech / Legal Services (American client)Employment Type: Full-time, Permanent⸻About the RoleOur client is a leading American legal-tech company headquartered in North America, generating close to USD 500 million in annual revenue. They are expanding their operations into Malaysia and building a Night-Shift Client Support Center that manages high-volume email communication with large institutional clients.As a Client Support Coordinator, you will be part of a fast-moving support function handling 150–200 incoming emails per day. These emails relate to client requests, status updates, clarifications, or escalations. Your role is to: • Review incoming emails • Understand the request • Respond using provided templates • OR assign/route the matter to the correct internal department in the US • Ensure quick turnaround and accurate follow-upThis is NOT a voice call job. It is fully email-based / system-based, requiring strong comprehension skills, attention to detail, and the ability to work under high volume.⸻Key Responsibilities • Manage and process 150–200 email tickets daily via shared mailboxes. • Understand client requests and determine the correct next step (respond or escalate). • Use predefined templates to reply to institutional clients (no drafting from scratch needed). • Assign cases to the correct US teams (Compliance, Legal Ops, Foreclosure, Reporting, etc.). • Ensure all emails are handled within agreed SLAs. • Track follow-ups, pending items, and escalations. • Work closely with US-based teams during overnight hours. • Maintain high accuracy and professionalism at all times.⸻Requirements • Strong English comprehension and communication skills (written & reading). • Ability to work quickly and accurately in a high-volume environment. • Comfortable working night shift (9 PM – 6 AM). • Previous experience in: • email support, • customer service (non-voice), • back-office processing, • service desk, • shared service operations, is an added advantage. • Good attention to detail and ability to follow structured templates. • Able to multitask between systems, shared mailboxes, and ticketing tools. • Independent, reliable, and able to manage time efficiently.⸻Why Join? • Opportunity to support a top-tier US legal-tech company. • Work with global teams in a professional and fast-paced environment. • Hybrid work arrangement (4 days in office, 1 WFH). • Night shift allowance included within salary budget. • Long-term career opportunities as the Malaysian center expands.