Customer Enablement Lead / Associate

Reimagine access. Reimagine ownership. Build the future with Cinch.

Cinch is Southeast Asia’s leading circular tech subscription company, redefining how people and businesses access technology. Instead of adding to the growing e-waste crisis, we enable affordable, sustainable access to devices through subscriptions that maximize reuse and extend their lifecycle. We operate across B2C, B2B, and B2B2C channels, including major partnerships with global leaders like Samsung. Our model sits at the intersection of powerful mega trends — sustainability, embedded finance, and the shift from ownership to access — creating a massive opportunity to reshape the future of tech consumption. At Cinch, we are builders with high standards, a bias for action, and a shared mission to create a generational company that outlasts us. Freshly funded by leading institutional investors and growing rapidly, we’re creating an environment where ambitious people can do the best work of their careers — and where the work has real, lasting impact.

Key Responsibilities

Customer Support & Escalations

• Respond to customer inquiries across multiple channels, leveraging AI tools to enhance efficiency
• Resolve issues in line with established procedures, escalating as needed
• Collaborate with internal teams (Operations, Product, Technology, etc.) to address and manage escalations

CX Coaching & Training

• Review customer interactions and audit tickets to provide constructive feedback to team members
• Develop and deliver training materials for onboarding and continuous improvement for customer-facing roles

Data Analytics, Performance Tracking & Reporting

• Create dashboards to monitor key performance metrics such as CSAT, NPS, First Response Time (FRT), and Customer Effort Score (CES)
• Use data visualization tools (e.g., Power BI, Google Data Studio) to extract actionable insights
• Apply predictive analytics to identify potential issues and implement preventive measures

CX Design & Process Improvement

• Analyze customer journeys to identify and alleviate pain points
• Use CX frameworks (e.g., Journey Mapping, Service Design) to enhance customer experiences
• Conduct Voice of Customer (VoC) programs to support continuous improvement initiatives
• Design and deploy automation workflows to drive operational efficiency

CX Operations, Automation & Innovation

• Collaborate with operations teams to ensure prompt order fulfillment
• Oversee smooth order processing and maintain proactive communication with customers
• Develop and optimize AI chatbots to support customer self-service and automation
• Implement sentiment analysis to deliver personalized and engaging customer experiences
• Work with Product and Engineering teams to scale AI-enabled support solutions

Key Qualifications

• Education: Diploma or Bachelor’s degree in Business, Operations, Data Science, or a related field
• Experience: Minimum of 3 years in customer service, experience design, or AI-driven automation
• Skills & Tools: Proficiency with AI chatbots, automation platforms, and CRM systems (e.g., Salesforce, Zendesk, HubSpot); familiarity with customer experience analytics tools