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
The Payment Specialist role is ideal for a proactive and customer-focused individual dedicated to ensuring seamless and timely payments. This position involves engaging with customers to provide payment reminders, address inquiries, manage chargeback disputes, and offer tailored solutions to support smooth transactions. The ideal candidate is a strong communicator who excels at building positive relationships while maintaining efficient and effective payment processes.
Key Responsibilities
1. Customer Engagement & Payment Follow-Up
- Proactively contact customers via phone, email, or messaging platforms to remind them of upcoming or overdue payments.
- Provide courteous and professional assistance in resolving payment-related issues.
- Offer appropriate payment solutions and guide customers on available options.
- Educate customers on billing policies, due dates, and accepted payment methods to ensure smooth transactions.
2. Stripe Chargeback Management & Dispute Resolution
- Monitor and manage Stripe chargebacks and related payment disputes.
- Investigate disputed transactions, gather documentation, and submit compelling evidence to support the company’s position.
- Collaborate with internal teams to prevent future chargebacks by identifying trends and enhancing payment processes.
- Ensure timely responses to chargeback claims to reduce financial impact and uphold a strong processing record.
3. Account Monitoring & Coordination
- Track customer payment statuses and update internal systems accurately.
- Coordinate with teams across sales, finance, and customer support to resolve billing discrepancies.
- Assist customers with setting up automated payments or alternative arrangements to improve convenience.
4. Reporting & Process Improvement
- Maintain thorough records of customer interactions, payment agreements, and dispute outcomes.
- Generate regular reports on payment trends, chargebacks, and customer feedback to refine collection strategies.
- Identify opportunities to optimize payment processes and elevate the customer experience.
5. Customer Support & Relationship Management
- Serve as a reliable point of contact for customers, promoting a stress-free payment experience.
- Handle inquiries and concerns with empathy and professionalism.
- Collaborate with stakeholders across Risk, Finance, and Operations to enhance payment success and reduce revenue loss.
Qualifications
Required Skills and Qualifications
- 1–2 years of experience in customer service, ideally within a tech-forward environment.
- Familiarity with payment platforms such as Stripe and experience managing chargebacks is a plus.
- Proficiency in CRM tools; experience with Zendesk and Google Workspace is beneficial.
- High school diploma or equivalent required; a college degree is preferred.
- Strong written and verbal communication skills.
- Excellent problem-solving ability and adaptability in dynamic situations.
- Empathetic, yet focused on solutions and business outcomes.
- Eagerness to learn and grow in a fast-paced setting. Backgrounds in customer service, public relations, sales, or operations may be advantageous.
- Professional proficiency in English (spoken and written) is required.
- Proficiency in Mandarin and Malay is desirable.
If you’re motivated by results and passionate about delivering outstanding customer experiences, we invite you to apply.
