Customer Operations Manager

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.

Role Overview

We’re looking for a Customer Operations Manager / Senior Lead to take full ownership of customer-facing operations across support, collections, and case investigations. You will serve as the voice of the customer within the business and be accountable for all customer-related KPIs, including satisfaction, retention, and recovery.

This is a senior leadership role requiring strategic thinking, operational excellence, and deep cross-functional collaboration. You will build and lead a team of agents and leads, while also shaping how Cinch serves, retains, and protects its customers and assets at scale.

Key Responsibilities

Customer Experience Strategy & Ownership

• Own and drive all customer KPIs including CSAT, NPS, resolution time, first-response SLAs, retention, and churn.
• Act as the voice of the customer — surfacing insights, pain points, and opportunities from support and collections into product, marketing, and strategy teams.
• Lead the design and continuous improvement of customer support operations across email, chat, and voice.
• Implement self-serve tools, automated flows, and proactive outreach (e.g. device care tips, subscription reminders) to improve efficiency and satisfaction.
• Champion a customer-first culture through training, process design, and quality assurance.

Collections & Recovery

• Manage the entire collections lifecycle — from pre-delinquency reminders and nudges to repayment, default handling, and recovery.
• Oversee chargeback disputes including evidence compilation, submission to processors, and coordination with finance teams.
• Handle case management of lost, sold, or stolen devices — including working with law enforcement and internal risk/legal teams to investigate and close cases.
• Lead police investigations and fraud escalations, maintaining proper documentation and working with external stakeholders as required.
• Build intelligent, data-driven strategies for customer segmentation and outreach based on risk and repayment behavior.
• Partner with Finance, Legal, and external agencies to define escalation paths and ensure compliant handling of sensitive cases.

Customer Ops Leadership

• Lead a team of Leads and frontline Agents across Customer Experience and Collections.
• Set and monitor KPI targets for team performance, quality, and service delivery.
• Conduct regular 1:1 sessions, performance coaching, and growth planning to develop your team.
• Implement training, onboarding, and SOPs to ensure consistency, quality, and readiness across functions.
• Drive continuous improvement in operational efficiency through automation, playbooks, and tooling.
• Create visibility for leadership via dashboards and reporting across support and collections performance.

Cross-Functional Collaboration

• Work closely with Product and Tech to embed customer insights into roadmap decisions and develop features that improve the support, returns, and subscription experience.
• Partner with Logistics and Supply Chain to resolve delivery, repair, and return issues with minimal friction.
• Collaborate with Marketing, Finance, and Legal on customer communication, pricing updates, risk policies, and escalation protocols.
• Engage with the Risk team to shape and enforce customer approval and appeal processes, ensuring fair yet firm eligibility and compliance outcomes.
• Recommend customers for blacklisting or exception handling based on behavior, payment history, or fraud risk — helping to protect the business and reduce loss rates.
• Represent Customer Operations in partner engagements (e.g., Samsung, insurers, logistics vendors) to drive better outcomes for customers and the business.

What We’re Looking For

• 4-6+ years of experience in customer operations, experience, or collections leadership, ideally in tech, subscription services, fintech, or e-commerce.
• Proven success owning customer KPIs, building high-performing teams, and scaling operational processes.
• Strong working knowledge of collections, chargebacks, credit operations, and legal compliance frameworks.
• Excellent communicator and coach, able to drive performance while building trust and accountability.
• Analytical mindset with comfort in metrics, tooling, dashboards, and operational insight generation.
• Experience with support platforms (Zendesk), CRM systems, collections tools, and automation stacks.
• Empathy, curiosity, and a strong belief in building customer-first and mission-driven operations.

Why Join Cinch

• Be part of a mission-led company reshaping tech access and sustainability in Asia.
• Own high-impact functions that directly shape the customer journey and business performance.
• Work cross-functionally with ambitious teams and top-tier partners (e.g. Samsung, Apple, financing providers).
• Join a fast-growing business at the intersection of subscription, circular economy, and digital commerce.