Customer Experience Specialist (Proficient in Mandarin)

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.

As a Customer Experience Specialist based in Malaysia, fluent in both Mandarin and English, you’ll be the primary touchpoint for our Mandarin-speaking customers across South East Asia. Your goal? Deliver responsive, culturally aware, and empathetic support experiences that build long-term trust with every customer.

You’ll manage daily interactions across platforms, resolve service and product-related queries, and ensure our processes reflect the voice of the Malaysian customer. This role blends communication finesse, process thinking, and local insight—making it essential to the company’s customer-first mission in Southeast Asia.

What You’ll Be Doing

Support with Empathy & Precision

• Provide thoughtful and timely support to customers via email, phone, live chat, and social platforms in fluent Mandarin and English, balancing efficiency with high-quality communication.
• Assist users with questions related to account setup, payments, delivery, or platform features with clarity, empathy, and professionalism.
• Navigate sensitive issues with discretion, escalating only when necessary and always ensuring a complete resolution for the customer.

Be the Voice of the Customer

• Serve as a cultural and linguistic bridge between internal teams and Mandarin-speaking users, helping to align product and service decisions with real-world user needs.
• Identify and report recurring issues or regional trends (e.g., logistics delays, payment gateway challenges) and collaborate with Product/Ops teams to implement solutions.

Improve Support Processes & Tools

• Contribute to the enhancement of support workflows, incorporating specific user behaviours, regional insights, and language nuances.
• Partner with regional team members to ensure consistency in customer interactions while tailoring approaches for local relevance and effectiveness.
• Recommend automation tools or process optimizations that increase efficiency and improve customer experience.

Maintain Customer Help Content

• Keep knowledge base articles, FAQs, and self-service content updated in both Mandarin and English.
• Translate and localize support materials for Southeast Asian audiences with cultural accuracy and clarity.

Follow Up & Close the Loop

• Track follow-ups to ensure timely, effective issue resolution and customer satisfaction.
• Actively seek customer feedback and support continuous improvement efforts for service quality.

Who You Are

You Might Be a Good Fit If You:

• Are fluent in Mandarin and English (spoken and written), and comfortable navigating bilingual communication in various support contexts.
• Have 2+ years of experience in customer support or client-facing roles—preferably within fast-paced environments such as tech, e-commerce, or fintech in Malaysia.
• Demonstrate strong interpersonal skills and an ability to manage and de-escalate complex situations with empathy and professionalism.
• Are familiar with tools such as Zendesk or similar CRM/ticketing platforms.
• Excel at staying organized, paying attention to detail, and managing multiple conversations without compromising on quality.
• Understand Southeast Asian digital consumer behaviour and can adapt support strategies accordingly.

Bonus Points

• Experience supporting Mandarin-speaking customers in Southeast Asia.
• Knowledge of local payment systems, logistics operations, or regulatory considerations.
• Familiarity with CX automation tools, translation/localization software, or AI-driven support platforms.
• Flexibility to work shift-based hours, including weekends and holidays, as needed based on customer demand.