Quality Lead, Customer Experience

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

We're rethinking homes for how people really live, and we're looking for a CX Quality Lead to join our Customer Experience team to help shape the future of living—one thoughtful detail at a time.

Success in this role means making the resolution of a product quality issue consistent, fast and proportionate - in every market, on every case. You'll own the service decision framework that governs how a defective product is put right and at what cost to serve. You'll take commercial ownership of our technician network across five markets, from coverage and contracting through to performance. You'll also turn what customers and technicians report in the field into the structured evidence that stops a defect recurring at source.

What You'll Be Doing

• Own the service decision framework governing how every quality issue is resolved - spare part, technician visit, replacement, refund or goodwill - with the cost-to-serve ceilings and approval thresholds that let teams resolve within a mandate rather than by escalation.
• Own the product quality case end to end, from first customer report to verified closure, setting turnaround and escalation standards and acting as the final decision point on complex, high-value and contested cases.
• Take commercial ownership of our technician network across Singapore, Australia, the UK, the US and Canada—coverage, sourcing, contracting, rate cards and budget and manage partner performance against a published scorecard.
• Drive product issue and Voice of Customer analytics, quantifying recurring defects by market, SKU and trend, and presenting the fixes most worth making to Buying, Merchandising and Global Quality.
• Partner with team leads across all five markets to cascade and calibrate standards, and design the product and technical training that helps agents identify defects correctly at first contact.

What You Need To Succeed

• 5 years of experience in aftersales, service operations, product quality or customer experience, including at least 2 years owning a service or repair process end to end.
• Hands-on experience managing third-party service providers or field service networks, covering sourcing, contracting, rate negotiation and performance management.
• Strong commercial acumen, with the ability to weigh customer outcome against cost to serve and build a case that withstands commercial scrutiny.
• Working knowledge of furniture, homewares or comparable physical product - construction, materials and common failure modes or a clear track record of picking up technical detail quickly.
• Systematic and decisive, comfortable building process from a blank page and embedding standards across multiple markets without direct authority.

Additional Details

• This role is based in Singapore

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.