About Broadway
Broadway is a first-of-its-kind experiential retail destination that seamlessly blends commerce with culture. Designed as a physical ecosystem for digital-first D2C brands, we bring over 200 trendsetting labels across fashion, streetwear, beauty, and wellness directly to consumers. With presence in key metro cities like Delhi, Hyderabad, Pune, and Mumbai, Broadway is more than a marketplace—it is an immersive playground featuring live events, creator studios, and community workshops that reshape the modern shopping experience.
Role Overview
We are looking for an experienced and hands-on Customer Support Manager to take ownership of Broadway's customer and store support function. This role is ideal for someone who has experience building and scaling a customer support team from scratch, creating structured support processes, and establishing clear SOPs that enable teams to deliver a consistent and high-quality customer experience..
Key Responsibilities
- Build & Own the Support Function
- Take end-to-end ownership of Broadway's customer/store support operations.
- Build and scale the support team, processes, workflows, and operating structure.
- Identify gaps in the existing support journey and proactively design solutions.
- Establish a scalable support framework that can grow with the business.
- Define clear roles, responsibilities, SLAs, escalation paths, and service standards.
- Team Leadership & People Management
- Lead, manage, and mentor the customer support team across voice, chat, and email.
- Train, and coach support executives as the function scales.
- Set clear performance expectations and team KPIs.
- Conduct regular performance reviews, quality audits, and coaching sessions.
- Build a culture focused on ownership, accountability, empathy, and problem-solving.
- Ensure adequate staffing and queue management based on business and store requirements.
- Process & SOP Development
- Create clear, simple, and effective SOPs and playbooks for recurring support scenarios.
- Develop workflows for issue identification, resolution, escalation, and closure.
- Build and maintain escalation matrices across different issue categories.
- Create response guidelines and templates for voice, chat, and email interactions.
- Continuously identify recurring issues and improve processes to reduce resolution time and operational friction.
- Customer Experience
- Define and maintain high standards for customer and store support experience.
- Ensure every interaction is handled with clarity, professionalism, empathy, and urgency.
- Track and improve key customer experience metrics such as CSAT, FCR, TAT, resolution rate, and complaint/escalation rate.
- Analyse customer/store feedback to identify opportunities for improving the overall experience.
- Develop mechanisms to capture and act on recurring customer pain points.
- Omnichannel Support Operations
- Oversee support across voice, chat, and email channels.
- Ensure effective queue management and timely resolution of incoming requests.
- Establish appropriate workflows for urgent vs. non-urgent issues.
- Ensure accurate ticket categorisation, documentation, and closure.
- Evaluate and improve the use of CRM/helpdesk and ticketing platforms.
- Cross-Functional Collaboration
- Work closely with Store Operations, IT, Logistics, Finance/Billing, Category, and other internal teams to resolve issues.
- Establish clear ownership and escalation mechanisms between Support and internal functions.
- Translate technical or operational issues into simple, actionable solutions for support and store teams.
- Proactively highlight recurring operational problems and work with relevant teams on permanent resolutions.
- Reporting & Performance Management
- Define and monitor support KPIs and operational dashboards.
- Track metrics such as:
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Average Handling Time (AHT)
- Turnaround Time (TAT)
- Ticket Resolution Rate
- Escalation Rate
- SLA Adherence
- Quality Scores
- Share regular performance reports and actionable insights with leadership.
- Use data to identify bottlenecks, recurring issues, and opportunities for process improvement.
Requirements & Qualifications
- 5–7 years of overall experience in customer support, customer experience, customer service, support operations, or a closely related function.
- Proven team leadership/people management experience with the ability to hire, train, coach, and manage support teams.
- Strong preference for candidates who have built or significantly scaled a customer support function/team from scratch.
- Demonstrated experience in creating SOPs, workflows, escalation matrices, and support processes.
- Strong understanding of customer experience principles and service quality.
- Experience managing omnichannel support operations across voice, chat, and email.
- Strong knowledge of support KPIs including CSAT, FCR, TAT, AHT, SLA adherence, and escalation rates.
- Hands-on experience with CRM/helpdesk or ticketing platforms such as Freshdesk, Zendesk, Salesforce, Zoho, or similar tools.
- Strong analytical and problem-solving skills with the ability to use data to drive operational decisions.
- Excellent verbal and written communication skills.
- Strong stakeholder management and cross-functional coordination skills.
- Ability to work independently, take complete ownership, and build structure in an evolving environment.
- Comfortable working in a fast-paced, high-growth retail/startup environment.
- Experience in retail, D2C, e-commerce, marketplace, consumer-tech, hospitality, logistics, or other customer-facing businesses will be an advantage.
