Team Lead, CX Operations

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.