Customer Experience Executive

About Cinch

Cinch is a Southeast Asia-focused circular tech subscription business that is changing how consumers and companies access devices. By promoting subscription-based access instead of one-time ownership, the company helps reduce electronic waste and extend product life through reuse. It works across B2C, B2B, and B2B2C channels and has partnered with major global brands such as Samsung. Backed by fresh funding from institutional investors, Cinch is scaling quickly and offers an environment built for ambitious people who want to create meaningful, long-term impact.

Role Overview

As a Customer Experience Executive, you will be the main point of contact for customers across Southeast Asia. The position calls for fast, thoughtful, and culturally sensitive support that strengthens trust and supports the company’s customer-first approach.

You will handle everyday customer interactions across multiple channels, solve product and service-related issues, and make sure support processes reflect the expectations of local users. This is a role that combines communication skills, process awareness, and regional understanding.

Key Responsibilities

Support customers with care and accuracy across email, phone, live chat, and social media, making sure responses are both timely and helpful.

Help customers with concerns related to account creation, billing, delivery, and platform functionality in a clear, professional, and empathetic manner.

Handle sensitive situations carefully, escalating only when needed and working toward complete issue resolution.

Act as the customer’s voice within the organization by sharing insights that help internal teams align products and services with real user needs.

Spot recurring issues and regional patterns such as delivery delays or payment gateway problems, then work with Product and Operations teams to address them.

Improve support workflows by contributing regional and behavioral insights that help refine tools and processes.

Work closely with regional colleagues to keep customer experiences consistent while adapting communication to local expectations.

Suggest automation or workflow improvements that can increase efficiency and improve service quality.

Keep help center content, FAQs, and self-service resources current and useful.

Adapt support materials for Southeast Asian audiences so that they remain culturally appropriate and easy to understand.

Track follow-ups carefully to ensure problems are resolved quickly and customers remain satisfied.

Gather customer feedback and use it to support ongoing improvements in service delivery.

Required Profile

Strong English communication skills, both spoken and written, are essential.

A minimum of 2 years’ experience in customer support or another client-facing role is preferred, especially in fast-moving sectors such as technology, e-commerce, or fintech.

You should be comfortable handling difficult conversations, de-escalating issues, and dealing with customers in a calm and professional way.

Experience with Zendesk or similar CRM/ticketing systems is desirable.

You need to be highly organized, detail-oriented, and able to manage several conversations at once without sacrificing quality.

Understanding of Southeast Asian digital consumer behavior and the ability to tailor support accordingly is important.

The role requires flexibility for shift-based schedules, including weekends and public holidays.

Nice-to-Have Skills

Ability to speak Bahasa Melayu or Mandarin is an advantage.

Prior experience supporting customers across Southeast Asia would be beneficial.

Knowledge of local payment methods, logistics processes, or regulatory requirements is a plus.

Familiarity with CX automation tools, translation/localization software, or AI-supported support platforms is also valuable.