Castlery

Direct-to-consumer furniture design and manufacturing

Team Lead – CX Operations

Customer SupportConfirmed live in the last 24 hours

Full-timeJohor Bahru, Johor, MalaysiaNo salary listed

About the Job

Requirements

Prior experience leading teams in a contact centre or operations environment.
Strong analytical and problem-solving skills to identify root causes and translate them into actionable improvements.
Strong ownership mindset, taking accountability for key performance indicators, escalations, and quality outcomes.
Sharp attention to detail and consistency, particularly around reporting accuracy, standard operating procedure adherence, and communication tone.
Open to shift work, including night shifts.
Based in or willing to relocate to the Johor Bahru office.

Responsibilities

Manage a team of 8–15 agents on a day-to-day basis.
Serve as the subject-matter expert within a specialized domain, providing expert guidance to resolve complex, ambiguous, and trending issues and unblock the team on difficult cases.
Identify root causes of recurring problems and recommend improvements to processes and ways of working.
Drive onboarding and capability building across the team through structured coaching and knowledge sharing, closing skill and knowledge gaps.
Ensure team proficiency and compliance by monitoring accuracy, driving productivity, and implementing corrective actions where needed.
Own team key performance indicators, escalations, and quality standards, ensuring all cases are resolved in a timely and high-quality manner.
Oversee team reporting and communication quality, ensuring accuracy, consistency, and appropriate tone across all interactions.
Conduct performance evaluations and foster a strong team culture, driving trust, engagement, and consistent adoption of best practices.

We’re rethinking homes for how people really live, and we’re looking for a Team Lead, CX Operations to join our Customer Experience team to help shape the future of living - one thoughtful detail at a time.

Manage a team size of 8-15 agents on a day-to-day basis
Serve as the subject-matter expert within a specialized domain, providing expert guidance to resolve complex, ambiguous, and trending issues and unblock the team on difficult cases
Identify root causes of recurring problems and recommend improvements to processes and ways of working
Drive onboarding and capability building across the team through structured coaching and knowledge sharing, closing skill and knowledge gaps
Ensure team proficiency and compliance by monitoring accuracy, driving productivity, and implementing corrective actions where needed
Own team KPIs, escalations, and quality standards, ensuring all cases are resolved in a timely and high-quality manner
Oversee team reporting and communication quality, ensuring accuracy, consistency, and appropriate tone across all interactions
Conduct performance evaluations and foster a strong team culture, driving trust, engagement, and consistent adoption of best practices

What you’ll need to succeed:

Prior experience leading teams in a contact centre or operations environment
Strong analytical and problem-solving skills to identify root causes and translate them into actionable improvements
Strong ownership mindset, taking accountability for KPIs, escalations, and quality outcomes
Sharp attention to detail and consistency, particularly around reporting accuracy, SOP adherence, and communication tone
Open to shift work, including night shifts
Based in or willing to relocate to our JB office

Position Details:

Job Location: Hab GRID, GRID Sunway, Jalan Medini Selatan 3, Sunway Iskandar, Johor Bahru
Job Arrangement: Onsite
Working Hours: Rotational Shift (including night shifts)

Built for Real Life, Designed for What’s Next

At Castlery, we’ve spent over a decade building a brand people love by designing furniture for real life - durable, beautiful, and made to keep up with change.

Now, we’re focused on what’s next: scaling with care, crafting better experiences, and growing a team that’s as intentional as our design philosophy.

If you believe that good homes create good lives, come build with us.

About the Company

Castlery

Direct-to-consumer furniture design and manufacturing

Castlery designs and sells furniture directly to consumers, creating high-quality pieces that solve real-life living needs. Its products focus on practical features like maximizing storage in small city apartments and kid-friendly sofas, combining thoughtful design with craft and versatility. The company controls design, production, supply chain, and delivery across its growing global markets, using a mix of digital and physical retail touchpoints to reach customers. Unlike some peers that chase trends, Castlery prioritizes people-first design and purposeful function, aiming to make homes more liveable for more people worldwide.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: United States
Founded: 2013

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