Assistant Operations Manager, CX

Confirmed live in the last 24 hours

Castlery

Johor Bahru, Johor, Malaysia

On-site

Posted April 16, 2026

Job Description

We’re rethinking homes for how people really live, and we’re looking for an Assistant CX Operations Manager to join our Customer Experience team to help shape the future of living - one thoughtful detail at a time.

You'll be the main point of contact between the frontline team and senior management - keeping daily operations tight so the bigger picture work can move forward.

What you'll be doing: 

Manage a team of 50-80 agents and team leads on a day-to-day basis
Track and manage ticket queues to ensure nothing falls through the cracks
Monitor team performance and step in early when targets are at risk
Handle escalations and make on-the-ground calls without waiting to be told
Run regular check-ins, coach underperformers, and recognise good work
Make sure shift coverage, workload, and resources are properly planned
Keep workflows and processes consistent across the team

What you’ll need to succeed:

At least 3 years of experience managing teams in a contact centre or operations environment
Comfortable owning a busy ticket queue and keeping backlogs under control
Strong people manager. You follow through, give clear direction, and hold the team accountable
Organised and steady under pressure
Able to read basic performance data and act on it
Open to shift work, including night shifts
Based in or willing to relocate to our JB office. Singapore-based candidates are welcome to apply — you'll be expected to be onsite at our JB office at least 3 days a week

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.

goaidatadesign