Team Lead, CX Operations at Castlery Inc

Johor Bahru, Johor, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

08 Oct, 26

Salary

0.0

Posted On

10 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Experience Operations, Root Cause Analysis, Performance Management, KPI Management, Coaching, Process Improvement, Escalation Management, Quality Assurance, Reporting, Onboarding, Analytical Problem Solving

Industry

Retail

Description

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: Infinity8 Reserve Mid Valley Southkey, Level 28 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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Responsibilities

Manage a team of 8-15 CX agents, serving as a subject-matter expert to resolve complex issues and improve operational processes. Own team KPIs, quality standards, and performance evaluations to foster a strong team culture.