CX Team Lead

Cinch


Date: 3 weeks ago
City: Remote
Contract type: Full time
Remote

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.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

COMMERCIAL MANAGER (B2C)

PEOPLElogy Berhad, Remote
2 days ago
Job DetailsJob TypeFull-time / PermanentPosition LevelSenior ExecutiveQualificationDegreeDisciplineCommercialScheduleMonday – FridayExperience5 years and aboveJob DescriptionLorem IpsumJob Responsibilities Strategic Business Development & FundraisingDevelop and implement a comprehensive funding strategy to attract corporate sponsors, government grants, and philanthropic contributions.Identify and engage potential funders, including corporations, high-net-worth individuals, foundations, and government agencies.Lead end-to-end fundraising efforts, from prospecting and proposal development to negotiation and closing funding...

Regional Inside Sales Specialist

Molecular Devices, Remote
3 days ago
Bring more to life.Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?At Molecular Devices, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact.You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by...

Associate Manager - Marketing Partnerships

ZALORA Group, Remote
1 week ago
As part of the Marketing Department, the Partnerships Team’s main role is to identify strategic industry partners, create mutually beneficial marketing campaigns, drive incremental revenue to ZALORA, negotiate terms, and manage execution and post-mortem of marketing campaigns. The role is responsible for actively identifying, developing and managing relationships with leading industry partners through cross-marketing campaigns and strategic initiatives. Examples of...