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:

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.