Specialist, CX Operations

We’re rethinking homes for how people really live, and we’re looking for a Specialist, CX Operations to join our E-commerce team to help shape the future of living—one thoughtful detail at a time. Success in this role means being the person our US customers can count on when an order goes wrong. Within your first year you will own the post-sales exception process end-to-end — disputes, returns, refunds, replacements and reverse logistics — and run it to a standard where issues are resolved on first contact, within policy, and without needing to be chased. Key measures of success include resolution time and first-contact resolution rate on order disputes, accuracy of refunds and replacements against policy, return and restocking turnaround across sales platforms, and reliable independent coverage of the US timezone shift. Location: Hab GRID, Sunway Iskandar, Iskandar Puteri, Johor Work Arrangement: Fully onsite Working days: Sunday–Thursday OR Tuesday–Saturday Working Hours: 2:00 AM–11:00 AM (Supporting US market) - Two off-days per week What you'll be doing: - Own order-related disputes from the moment they are raised to the moment they are closed and manage the resolution process throughout. - Coordinate the return process across our various sales platforms, keeping each platform's own rules and timelines straight. - Process refunds and replacements accurately and in line with company policy. - Oversee reverse logistics and restocking so returned stock moves back through the system cleanly. - Work with warehouse, logistics and post-sales colleagues to get issues resolved on time and escalate early when they will not be. - Be the CX operations point of contact during US business hours, handling customer-facing communication directly. - Work daily in Odoo, our WMS, the CX portal and Excel, keeping records clean enough that anyone can pick up a case behind you. - Spot the patterns behind repeat exceptions and flag the process fixes, rather than only clearing the queue. What you need to succeed: - Previous experience in operations and customer service roles — this is essential. - Familiarity with eCommerce platforms, exception processes and return management. - Hands-on experience with an ERP system, and the confidence to explain how you have used it. - A working understanding of eCommerce logistics — what happens to an order, and where it goes wrong. - Excellent communication: clear, fluent, and empathetic with customers under pressure. - Strong analytical and problem-solving ability, and the meticulousness that refunds and returns demand. - Comfortable working independently on a night shift covering the US timezone. - Collaborative, and effective across cross-functional teams. 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.