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 transparent 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

📌 Customer Support Manager (Gurugram)
🏢 Broadway
📍 Gurugram