Client Support Executive

The Client Support Executive keeps Lexagle's Contract Lifecycle Management (CLM) platform stable for enterprise clients after go-live, resolving issues on time and giving customers a positive support experience.

This is a senior role. You will work independently, own escalations end to end, and be a trusted point of contact for clients, communicating issues clearly by email and phone. You will work closely with Product, QA, Engineering and Project teams across the full support lifecycle: from UAT and project handover, through hypercare, to steady-state production support.

Incident management and escalation ownership

• Manage service requests and technical issues received through Intercom, email and other support channels.
• Independently troubleshoot and resolve Level 1 to Level 3 incidents within agreed timelines.
• Act as the escalation point for complex or high-priority client issues, taking ownership from triage through to resolution.
• Identify issues and escalate them to QA and Engineering with clear supporting information and replication steps.
• Prioritise and manage your own caseload across multiple enterprise clients with minimal supervision.

Client communication

• Communicate issues, root causes, workarounds and resolution timelines to clients clearly by email and by phone or video call.
• Lead client calls on escalated or sensitive issues, setting expectations and keeping stakeholders informed.
• Keep clients updated throughout the incident lifecycle until resolution, and confirm closure with them, adhering to SLAs.

Quality assurance support

• Reproduce reported defects and provide detailed replication steps to QA.
• Validate bug fixes and production patches before deployment where required.
• Document issues accurately so they can be investigated and resolved efficiently.

Change and enhancement support

• Gather and document customer change requests and enhancement requirements.
• Perform approved system configurations and operational changes where applicable.
• Work with Product and Engineering to clarify customer requirements and support implementation.

Project support

• If needed, take part in User Acceptance Testing (UAT) to learn/understand new features, workflows and client-specific configurations before go-live.
• Understand each project's requirements, configurations and known limitations so you are ready to support it at handover during Post Go-live.
• Support customer enquiries and operational issues during the post-go-live hypercare period.

Production support

• Support customers during production releases and post-release activities.
• Monitor production issues after deployments and escalate where necessary.
• Provide ongoing operational support and help customers with system enquiries after go-live.

Knowledge management

• Maintain internal troubleshooting guides, support documentation, known-issue repositories and operational procedures.
• Document resolutions and workarounds so the team handles issues consistently.
• Guide and share knowledge with less experienced support team members.

Cross-functional collaboration

• Work with Product, QA, Engineering and Project teams to resolve operational issues efficiently.
• Join project handovers to understand new client configurations and ongoing support needs.
• Share customer feedback and operational observations to inform product improvements.

Experience and qualifications

• Malaysian citizen.
• Diploma or degree in Information Systems, Computer Science, Business or a related field.
• 3 to 4 years in application support, technical support or customer support for a B2B SaaS product, including handling escalations.
• Proven experience resolving tiered incidents (L1 to L3) independently and escalating systemic issues to engineering teams.
• Experience communicating directly with enterprise clients on technical issues, by email and by phone.
• Exposure to UAT, release support or project handover is an advantage.
• Familiarity with CLM, legal tech or workflow platforms is a plus.

Pay: From RM3,800.00 per month

Work Location: Remote