Customer Support Manager

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 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.