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About the role
<p><span data-contrast="none">We’re rethinking homes for how people really live, and we’re looking for an <strong>Assistant CX Operations Manager </strong>to join our <strong>Customer Experience</strong> team to help shape the future of living - one thoughtful detail at a time. </span></p>
<div class="ewa-rteLine">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.</div>
<p><strong><span data-contrast="none">What you'll be doing:</span><span data-contrast="none"> </span></strong></p>
<ul>
<li class="whitespace-normal break-words pl-2">Manage a team of 50-80 agents and team leads on a day-to-day basis</li>
<li class="whitespace-normal break-words pl-2">Track and manage ticket queues to ensure nothing falls through the cracks</li>
<li class="whitespace-normal break-words pl-2">Monitor team performance and step in early when targets are at risk</li>
<li class="whitespace-normal break-words pl-2">Handle escalations and make on-the-ground calls without waiting to be told</li>
<li class="whitespace-normal break-words pl-2">Run regular check-ins, coach underperformers, and recognise good work</li>
<li class="whitespace-normal break-words pl-2">Make sure shift coverage, workload, and resources are properly planned</li>
<li class="whitespace-normal break-words pl-2">Keep workflows and processes consistent across the team</li>
</ul>
<p> </p>
<p><strong>What you’ll need to succeed:</strong> </p>
<ul>
<li class="whitespace-normal break-words pl-2">At least 3 years of experience managing teams in a contact centre or operations environment</li>
<li class="whitespace-normal break-words pl-2">Comfortable owning a busy ticket queue and keeping backlogs under control</li>
<li class="whitespace-normal break-words pl-2">Strong people manager. You follow through, give clear direction, and hold the team accountable</li>
<li class="whitespace-normal break-words pl-2">Organised and steady under pressure</li>
<li class="whitespace-normal break-words pl-2">Able to read basic performance data and act on it</li>
<li class="whitespace-normal break-words pl-2">Open to shift work, including night shifts</li>
<li class="whitespace-normal break-words pl-2">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</li>
</ul>
<p> </p>
<p><strong>Position Details:</strong></p>
<ul>
<li>Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28</li>
<li>Job Arrangement: Onsite</li>
<li>Working Hours: Rotational Shift (including night shifts)</li>
</ul>
<p> </p>
<p><strong>Built for Real Life, Designed for What’s Next</strong></p>
<div class="ewa-rteLine">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.</div>
<div class="ewa-rteLine"> </div>
<div class="ewa-rteLine">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.</div>
<div class="ewa-rteLine"> </div>
<div class="ewa-rteLine">If you believe that good homes create good lives, come build with us.</div>
<p> </p>
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