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Open nowPosted 108 days ago

Team Lead, CX Operations

Castlery35 open roles

Where
Johor Bahru, Johor, Malaysia
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Your applicationOpen nowTeam Lead, CX OperationsCastlery · Johor Bahru, Johor, Malaysia

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Castlery's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 108 days ago

The posting

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:

  • Current Job Location:Infinity8 Reserve Mid Valley Southkey, Level 28, Johor Bahru
  • New 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.

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