Customer Experience (CX) Team Lead

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.

Position Overview

As a CX Team Lead, you will manage a frontline team responsible for delivering seamless customer support across e-commerce, fintech services, and device management. Your goal is to ensure every customer interaction is prompt, empathetic, and solution-oriented — whether it’s a billing issue, a lost delivery, or a device malfunction. This role blends operational execution, tactical decision-making, and a high standard for customer advocacy.

Key Responsibilities

Team Leadership & Coaching

• Lead, mentor, and develop a team of CX specialists, ensuring they are equipped to handle cross-functional queries (payments, deliveries, devices).

• Conduct regular 1:1s, performance reviews, and skill-based coaching to foster a high-performance culture.

• Set daily priorities and shift schedules to align with volume trends and business goals.

:shopping_bags: E-commerce Operations Support

• Manage support workflows for online orders, shipping delays, order tracking, cancellations, and return logistics.

• Collaborate with supply chain and fulfilment teams to quickly resolve issues related to inventory or delivery.

• Ensure customer journeys across web and mobile platforms are smooth, and identify friction points.

Payment Escalations

• Guide the team through customer queries related to payment failures, transaction disputes, EMI plans, auto-deductions, and refunds.

• Partner with Risk/Compliance teams on KYC, fraud handling, account lockouts, and escalation workflows.

• Maintain a strong understanding of regional financial regulations to guide the team appropriately.

Device Management & Lifecycle Support

• Oversee end-to-end support for devices — onboarding, diagnostics, swaps, replacements, warranty claims, and returns.

• Work closely with Ops and Product teams to improve device handling, tracking, and service-level adherence.

• Monitor trends in device failure, usage issues, and return reasons to improve product feedback loops.

Performance & Insights

• Track and report team KPIs: CSAT, NPS, SLA adherence, resolution times, and escalations.

• Identify root causes of repeat tickets or failures and work cross-functionally to implement improvements.

• Champion Voice of Customer (VoC) insights and regularly present findings to Product, Tech, and Ops teams.

Requirements

• 3–5 years of experience in CX, Operations, or Support, with at least 1–2 years in a leadership role.

• Experience working in e-commerce, fintech, or subscription-based device programs.

• Proficiency with helpdesk tools (Zendesk, Intercom, Freshdesk) and familiarity with ticketing logic, SLAs, and macros.

• Strong analytical skills with the ability to interpret support data and drive actions.

• Comfort working across teams (Logistics, Product, Risk, Engineering) in a high-velocity environment.

Nice-to-Have

• Exposure to payment gateway logic, EMI handling, KYC systems, or fraud tooling.

• Experience handling device logistics: warehousing, shipping, reverse logistics.

• Familiarity with BI tools (e.g., Looker, Metabase) or spreadsheets for support analytics.