CX Quality Lead: End-to-End Service Excellence

Castlery; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Castlery in Singapore is seeking a CX Quality Lead to steer the Customer Experience team, shaping how quality issues are resolved across markets and channels. You will own the service decision framework, balancing cost-to-serve with customer outcomes, and drive strategic improvements.

You will manage a regional technician network, define standards, and translate customer feedback into preventive actions, with a focus on scalable, data-driven fixes across five markets.

Qualifications

• 5 years of experience in aftersales, service operations, product quality or customer experience.
• At least 2 years owning a service or repair process end to end.
• Experience managing third-party service providers or field service networks.
• Strong commercial acumen balancing customer outcomes with cost to serve.
• Knowledge of furniture or homewares, or ability to grasp technical details quickly.
• Ability to build processes across markets without direct authority.

Responsibilities

• Own the service decision framework governing how every quality issue is resolved.
• Own the product quality case end to end, from first report to verified closure.
• Take commercial ownership of our technician network across multiple markets.
• Drive product issue and Voice of Customer analytics across markets.
• Partner with team leads to cascade standards and design training for agents.

Skills

Aftersales

Service Operations

Product Quality

Customer Experience

Third-Party Management

Commercial Acumen

Job description

Castlery in Singapore is seeking a CX Quality Lead to steer the Customer Experience team, shaping how quality issues are resolved across markets and channels. You will own the service decision framework, balancing cost-to-serve with customer outcomes, and drive strategic improvements.

You will manage a regional technician network, define standards, and translate customer feedback into preventive actions, with a focus on scalable, data-driven fixes across five markets.