Team Lead, CX Operations

Castlery; Johor; On-site; MYR 80,000 - 120,000; Full time

Job summary

Castlery is hiring a Team Lead, CX Operations in Malaysia for the JB office. You will supervise a team of 8-15 agents, guide complex case resolutions, and drive process improvements while ensuring quality and KPI achievement.

The role requires ownership of KPIs, strong reporting discipline, and willingness to work rotating night shifts on site at Infinity8 Reserve Mid Valley Southkey.

Qualifications

• Experience leading teams in contact centre or operations.
• Strong analytical and problem-solving skills.
• Ownership mindset with KPIs and quality outcomes.
• Attention to reporting accuracy and SOP adherence.
• Willing to work shifts including night shifts.
• Based in or willing to relocate to JB office.

Responsibilities

• Manage a team of 8-15 agents daily.
• Provide subject-matter guidance to resolve complex issues.
• Identify root causes and drive process improvements.
• Lead onboarding and capability building for the team.
• Monitor accuracy, productivity, and enforce corrective actions.

Skills

Team leadership

Analytical thinking

Ownership mindset

Reporting accuracy

Quality & SOP adherence

Shift work readiness

Job description

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.

Responsibilities

• 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.