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 DoingSupport with Empathy & Precision
- Engage customers across email, phone, live chat, and social platforms in fluent Mandarin and English—balancing speed with quality.
- Resolve questions about account setup, payments, delivery, or platform features with patience, clarity, and professionalism.
- Handle sensitive issues with care, escalating only when needed and always closing the loop with the customer.
Be the Voice of the Customer
- Act as a cultural bridge between our internal teams and Mandarin-speaking users, ensuring product and service decisions reflect real-world needs.
- Highlight recurring issues or regional pain points (e.g. logistics delays, payment gateway problems) and work with Product/Ops to resolve them.
Improve Support Processes & Tools
- Help refine our support flows to reflect specific use cases, user behaviours, and language nuances.
- Collaborate with regional teammates to standardize customer touchpoints while localizing for better relevance and impact.
- Recommend automation opportunities or workflow tweaks that reduce manual effort and improve resolution time.
Maintain Customer Help Content
- Regularly update knowledge base articles, FAQs, and self-serve materials in Mandarin and English.
- Translate and localize support documentation for South East Asian audiences, considering cultural and contextual nuances.
Follow Up & Close the Loop
- Monitor customer follow-ups, ensuring timely resolution and satisfaction.
- Proactively reach out to customers for feedback and support quality assurance initiatives.
Who You Are
You Might Be a Fit If You:
- Are fluent in Mandarin and English (spoken and written) and comfortable switching between languages across different support scenarios.
- Have 2+ years of experience in customer support or client-facing roles, ideally in fast-moving tech, e-commerce, or fintech environments in Malaysia.
- Bring strong interpersonal skills with the ability to de-escalate issues professionally and empathetically.
- Are familiar with CRM platforms like Zendesk, or similar ticketing tools.
- Are highly organised, detail-focused, and able to manage multiple conversations without compromising response quality.
- Understand South East Asian consumer behaviour and digital literacy levels, and adapt support approaches accordingly.
Bonus Points
- Prior experience supporting Mandarin-speaking customers in Southeast Asia.
- Familiarity with local payment systems, logistics challenges, or regulatory nuances.
- Exposure to CX automation tools, translation management systems, or AI-powered chatbots.
- Ability to work shift based hours, including weekends or holidays based on customer demand.
