Job description
We’re rethinking homes for how people really live, and we’re looking for an **Assistant 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.
Singapore-based candidates are welcome to apply. You'll be expected to be onsite at our JB office at least 3 days a week
** 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
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.