Customer Experience Executive

Cinch; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading circular tech subscription company is seeking a Customer Experience Executive to deliver high-quality support across Southeast Asia. Your role involves engaging with customers through various platforms and resolving queries with empathy and professionalism. Ideal candidates will have over two years of experience in customer support, excellent English proficiency, and familiarity with tools like Zendesk. This role offers an opportunity to shape customer interactions and improve support processes, all while working within a diverse and dynamic environment.

Qualifications

• 2+ years of experience in customer support or client-facing roles, preferably in tech or e-commerce.
• Ability to manage and de-escalate complex situations with empathy and professionalism.
• Flexibility to work shift-based hours, including weekends and holidays.

Responsibilities

• Provide thoughtful and timely support to customers across various platforms.
• Serve as a cultural bridge between internal teams and users.
• Enhance support workflows and recommend process optimizations.

Skills

Fluent in English (spoken and written)

Interpersonal skills

Experience in customer support

Organizational skills

Understanding Southeast Asian digital consumer behaviour

Tools

Zendesk

Job description

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.

The Role

As a Customer Experience Executive, you’ll be the primary touchpoint for our 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 local customer. This role blends communication finesse, process thinking, and regional 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, 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 bridge between internal teams and 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 and regional insights.
• 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.
• 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 English (spoken and written).
• Have 2+ years of experience in customer support or client‑facing roles—preferably within fast‑paced environments such as tech, e‑commerce, or fintech.
• 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.
• Flexibility to work shift‑based hours, including weekends and holidays.

Bonus Points

• Proficiency in Bahasa Melayu or Mandarin.
• Experience supporting customers across 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.