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.

Job Role

We are seeking a proactive and detail-oriented Support Executive to join our growing Support team. In this role, you will serve as the primary point of contact for our retail stores, managing inbound operational queries across voice, chat, and email channels. You will ensure that store teams receive timely, effective, and seamless solutions to keep daily retail operations running smoothly.

Key Responsibilities Omnichannel Support Management

Voice & Call Handling: Respond to inbound calls from stores to efficiently resolve immediate, day-to-day operational queries and critical real-time issues.

Digital Support (Chat & Email): Manage live chat queues and dedicated email inboxes, providing clear, concise, and professional written responses to non-urgent and documented store requests.

Queue Balancing: Multi-task efficiently between handling live chats, reviewing email tickets, and answering urgent phone calls based on real-time store traffic.

Issue Resolution & Escalation

Troubleshoot store problems accurately, providing immediate assistance or routing complex matters to the appropriate vertical according to established protocols.

Identify recurring issues or system-wide glitches reported via chat or email,



proactively alerting team leaders to minimize widespread operational downtime.

Cross-Functional Coordination

Coordinate closely with internal departments (IT, Logistics, Billing, Operations) to facilitate quick issue resolution and thorough follow-ups.

Bridge the communication gap between backend technical teams and front-end store staff by translating technical resolutions into simple, actionable steps.

Case Tracking & Documentation

Maintain accurate, real-time logs of all store interactions, issues raised, and solutions provided within the helpdesk ticketing system.

Tag and categorize tickets accurately by channel (Voice, Chat, Email) and issue type to ensure clean data for operational reporting.

Performance Standards

Meet or exceed team KPIs regarding first-contact resolution (FCR), call/chat handling times, email turnaround time (TAT), and overall store satisfaction scores.

Requirements & Qualifications Experience: 1 to 3 years of proven experience in a customer support, helpdesk, or store operations support role.

Experience in an omnichannel setup (blended voice, chat, and email) within a retail background is a strong plus.

Communication Skills: Excellent verbal communication and strong written English skills, with a sharp focus on grammar, clarity, and typing speed for chat/email processes.

Technical Aptitude: Familiarity with modern CRM software, omnichannel helpdesk ticketing systems (e.g., Zendesk, Freshdesk, Salesforce), and basic office tools (Excel, Word).

Work Style: Ability to thrive under pressure in a fast-paced workplace, multi-task across communication channels, and maintain a patient, problem-solving mindset.

Flexibility: Willingness to work in rotational shifts or over weekends as per the operational timings and requirements of retail stores.

📌 Support Executive (Gurugram)
🏢 Broadway
📍 Gurugram