Quality Lead, Customer Experience

CASTLERY PRIVATE LIMITED; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Castlery is seeking a CX Quality Lead to shape our customer experience by owning the service decisions and the technician network across five markets. You will turn field reports into structured evidence to prevent defects and drive cost-to-serve optimization.

You will own end-to-end quality cases, set turnaround standards, and partner with market leaders to cascade standards and design training for agents to identify defects at first contact.

Qualifications

• 5+ years in aftersales, service operations, product quality or customer experience.
• Experience owning service or repair processes end-to-end for at least 2 years.
• Ability to balance customer outcomes with cost to serve and defend commercial reasoning.

Responsibilities

• Own the service decision framework for how quality issues are resolved and cost-to-serve thresholds.
• Own the product quality case end-to-end from first report to verified closure and escalation standards.
• Take commercial ownership of the technician network across markets, including contracting and performance.
• Analyze Voice of Customer and defect trends by market and SKU to drive priorities.
• Collaborate with market leads to cascade standards and develop training for agents.

Skills

After-sales experience

Service operations

Product quality

Commercial acumen

Multi-market coordination

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.