{"id":455069,"url":"https://alion.io/job/castlery-specialist-cx-operations","title":"Specialist, CX Operations","company":{"id":175018,"name":"Castlery","domain":"castlery.com","url":"https://alion.io/company/castlery","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":58,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johor Bahru, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-27T01:25:28Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-19T16:38:53Z","board_verified":true,"closed_at":null,"days_open":53,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":53},"description":"We’re rethinking homes for how people really live, and we’re looking for a Specialist, CX Operations to join ourE-commerce team to help shape the future of living-one thoughtful detail at a time.\nSuccess in this role means being the person our US customers can count on when an order goes wrong. Within your first year you will own the post-sales exception process end-to-end - disputes, returns, refunds, replacements and reverse logistics - and run it to a standard where issues are resolved on first contact, within policy, and without needing to be chased. \nKey measures of success include resolution time and first-contact resolution rate on order disputes, accuracy of refunds and replacements against policy, return and restocking turnaround across sales platforms, and reliable independent coverage of the US timezone shift. \nLocation: Hab GRID, Sunway Iskandar, Iskandar Puteri, Johor\nWork Arrangement: Fully onsite\nWorking days: Sunday-Thursday OR Tuesday-Saturday\nWorking Hours: 2:00 AM-11:00 AM (Supporting US market)\nTwo off-days per week\nWhat you'll be doing: \nOwn order-related disputes from the moment they are raised to the moment they are closed and manage the resolution process throughout. \nCoordinate the return process across our various sales platforms, keeping each platform's own rules and timelines straight. \nProcess refunds and replacements accurately and in line with company policy. \nOversee reverse logistics and restocking so returned stock moves back through the system cleanly. \nWork with warehouse, logisticsand post-sales colleagues to get issues resolved on time and escalate early when they will not be. \nBe the CX operations point of contact during US business hours, handling customer-facing communication directly. \nWork daily in Odoo, our WMS, the CX portal and Excel, keeping records clean enough that anyone can pick up a case behind you. \nSpot the patterns behind repeat exceptions and flag the process fixes, rather than only clearing the queue. \nWhat you need to succeed: \nPrevious experience in operations and customer service roles - this is essential. \nFamiliarity with eCommerce platforms, exception processes and return management. \nHands-on experience with an ERP system, and the confidence to explain how you have used it. \nA working understanding of eCommerce logistics - what happens to an order, and where it goes wrong. \nExcellent communication: clear, fluent, and empathetic with customers under pressure. \nStrong analytical and problem-solving ability, and the meticulousness that refunds and returns demand. \nComfortable working independently on a night shift covering the US timezone. \nCollaborative, and effective across cross-functional teams. \nBuilt for Real Life, Designed for What’s Next\nAt 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.\nNow, 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.\nIf you believe that good homes create good lives, come build with us.","description_format":"text","description_chars":3134,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Furniture"],"lifecycle":[{"event":"open","at":"2026-09-06T09:34:03Z"}],"visa":[],"liveness":{"score":47,"band":"ok","label":"Likely open","p_open":1,"p_active":0.625,"p_room":0.75,"age_days":53,"expected_fill_days":58,"reasons":["conf:1","win:late"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/castlery-specialist-cx-operations","json_url":"https://alion.io/job/castlery-specialist-cx-operations.json","meta":{"generated_at":"2026-10-19T18:07:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13952,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":175018},"rest":"https://alion.io/mcp/rest/get_company?id=175018"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcastlery-specialist-cx-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcastlery-specialist-cx-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcastlery-specialist-cx-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/castlery-specialist-cx-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcastlery-specialist-cx-operations"}]}