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. Broadway is more than a marketplaceit 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

1. 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.

2. 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.

3. Process & SOP Development & AI Integration

- 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.
- Implement and optimize AI support tools, intelligent routing, and automated response systems during setup.
- Continuously identify recurring issues and improve processes to reduce resolution time and operational friction.

4. 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.

5. 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.

6. 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.

7.



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 workplace.
- 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.

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