Customer Operations Specialist

About Us

Cinch is an innovative fintech and e-commerce business based in Singapore. Our mission is to build Asia’s largest Device-as-a-Service platform using circularity to align economic goals with environmental impact. We are committed to empowering people with access to tech without waste through our subscription-based model, disrupting a USD 700 billion industry across Asia Pacific.

Backed by a seed round from globally renowned investors, we're assembling a diverse and dynamic team passionate about social impact, changing consumer behaviours, and thriving in the fast-paced environment of a start-up.

Key Responsibilities

Customer Support & Escalations

• Manage customer inquiries across multiple channels using AI tools for efficiency
• Resolve issues per SOPs and recognize when to escalate queries in a timely manner
• Lead internal teams (ops, product, tech, etc.) in solving escalations

CX Coaching & Training

• Review queries, auditing tickets from agents and providing constructive feedback
• Build CX training materials & onboard new agents across all customer facing roles

Data Analytics, Performance Tracking & Reporting

• Build dashboards & monitor CSAT, NPS, First Response Time (FRT), CES, etc. 
• Use data visualization tools (Power BI, Google Data Studio) for insights.
• Leverage predictive analytics to address potential issues proactively.

CX Design & Process Improvement

• Map and analyze the customer journey to identify and address pain points.
• Leverage CX frameworks (Journey Mapping, Service Design) to enhance experiences.
• Conduct Voice of Customer (VoC) programs for data-driven improvements.
• Introduce automation workflows to optimize efficiency.

CX Operations, Automation & Innovation

• Collaborate with broader operations teams to ensure timely fulfilment of products
• Ensure seamless order processing and proactive customer updates
• Develop and optimize AI chatbots for self-service and automation
• Implement sentiment analysis to personalize customer interactions
• Work with Product & Engineering teams to advance AI applications to scale support

Key Qualifications

• Education: Diploma/Bachelor’s in Business, Operations, Data Science, or related fields.
• Experience: 3+ years in customer service, CX design, or AI-driven automation.
• Skills & Tools: Experience with AI chatbots, automation platforms, CRM systems (Salesforce, Zendesk, HubSpot), and CX analytics tools.