Customer Support Representative

Summary

We are seeking a skilled and experienced Business Analyst cum Project Manager to lead the delivery of digital solutions across diverse projects. This hybrid role requires a professional who can effectively bridge business needs with technical execution, manage project timelines, and ensure successful outcomes through structured methodologies.

Key Responsibilities

• Lead end-to-end project delivery, from initiation to closure, ensuring alignment with business goals.
• Gather, analyze, and document business requirements and translate them into clear user stories and functional specifications.
• Manage project plans, timelines, risks, and deliverables using Agile, Waterfall, or hybrid methodologies.
• Facilitate stakeholder meetings, workshops, sprint planning, and retrospectives.
• Collaborate with cross-functional teams including developers, testers, and business stakeholders.
• Conduct user acceptance testing (UAT) and ensure solutions meet business expectations.
• Coordinate and support testing activities, including functional, integration, and compliance-related testing.
• Maintain comprehensive documentation including business process models, user guides, and project reports.
• Monitor project progress and provide regular updates to stakeholders.

Required Skills & Experience

• Minimum 5 years of experience in a combined Business Analyst and Project Manager role.
• Strong understanding of SDLC, Agile, Waterfall, and hybrid project delivery frameworks.
• Proficiency in tools such as Jira, Azure DevOps, Microsoft Power Platform, Visio, PowerPoint, and Word.
• Experience with UML modeling (Use Case, Sequence, Activity, and Class diagrams).
• Hands-on experience in testing, including ISO standards–related projects and other compliance or regulatory-driven initiatives.
• Strong analytical, problem-solving, and conceptual thinking skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Familiarity with UX principles and customer journey mapping concepts.

Preferred Qualifications

• Bachelor’s degree in Business, Information Systems, Computer Science, or a related field.
• Experience working with remote and cross-functional teams.
• Exposure to data-driven decision-making and digital product development.
• Prior involvement in quality assurance, audit preparation, or ISO certification support projects is an added advantage.

Note

This is an immediate requirement. The position will be initially offered as a contract role and is expected to be converted to a permanent position based on performance and business requirements.

Hi

About the Co.-

Our Client aims to be the country’s first food platform that brings together digital-first brands, experiences and retail destinations that will influence and shape the narrative around food amongst India’s most discerning consumers.

The company's first brand, was launched earlier this year. Best known for its namesake restaurant in Mumbai, It now offers a range of fresh and packaged food products and FMCG range available through multiple digital platforms, marketplaces, its own D2C platform and leading modern trade and gourmet stores in India.

What you’ll be doing?

• Design and develop new, engaging, fast, end-to-end product experiences led by a content to commerce approach for our consumers as part of India’s biggest venture in the omnichannel gourmet food space.

• Work closely with your's and other engineering teams (SAP, PoS, OMS etc) with a keen eye towards scalable architecture to design and implement new 0 to 1 integrations with an appetite to quickly scale from 1 to n across products.

• Work cross-functionally across multiple teams to drive buy-in on new product experiences and engineering frameworks.

• Recruit and build an entirely new engineering team and move fast in converting new ideas to product collaborating with Product, Design, Leadership and other functions, while maintaining high product quality and reliability.

• Complete responsibility for leading a team of application and front-end / Back-end engineers to drive product experiences in full-stack product development, while relentlessly improving performance, scalability, and maintainability.

• Staying ahead of the curve by lending a stable structure to the teams and products while bringing operational excellence as products mature.

• Coaching, mentoring managers and Architects in the team. Good team management skills with ability to multitask, strong problem solving and analytical skills.

What you’ll bring?

• 9+ years of overall experience with 5+ years of digital engineering management experience, managing a diverse set of candidates (frontend, backend, mobile), across various technologies.

• Experience building high performance websites and mobile apps with scalable architecture. Experience in building headless magento preferred.

• Ability to bring in software engineering life cycle best practices - meaningful and deeply-rooted opinions about testing, security and code quality, ability to make sound quality/speed trade-offs.

• Exceptional technical skills with significant experience building and operating critical high-scale systems with a hands on approach to lead from the front.

• Ability to think and analyse both breadth-wise (client, server, DB, control flow) and depth-wise (threads, sessions, space-time complexity) while designing and implementing services.

• Exceptional design and architectural skills.

• Expertise and interest in growing teams- interviewing junior and senior engineers, collaborating with a recruiting team, smoothly onboarding new team members.

• Great management and team development skills: ability to set roadmap and goals for a team and every one of its members, delegate intelligently, mentor engineers, deliver frequent and honest feedback, help team members grow in their careers, and deliver results.

• Passionate, entrepreneurial, technically hands-on with a love for 0 to 1 and delivering premium experiences for our customers.

Why work with us?

• You will be part of our founding team and get your hands dirty in the 0-1 stage of building a D2C brand.

• You will work with a solid set of people from diverse backgrounds.

• You will independently lead projects and have ownership of your deliverables.

• You will be pushed out of your comfort zone and watch your learning curve spike

Regards

Team Merito

Desired Candidate Profile

• BSc degree in Marketing or relevant field
• Proven work experience as a Community Manager or similar role
• Experience planning and leading community initiatives
• Ability to identify and track relevant community KPIs
• Excellent verbal communication skills
• Excellent writing skills
• Excellent interpersonal and presentation skills
• Hands on experience with social media management
• Ability to interpret website traffic
• Knowledge of online marketing
• Attention to detail, critical-thinker and problem-solver    

Responsibilities:

• Responsible for development of new highly-responsive, web-based user interface
• Develop a flexible and well-structured front-end architecture, along with the APIs to support it 3.
• Building reusable components and front-end libraries for future use
• Translating designs and wire frames into high quality code
• Construct visualisations that are able to depict vast amounts of data
• Work with product team and graphic designers
• Learn and understand user interactions

Requirements:

• Deep knowledge of web standards
• Deep knowledge of JavaScript concepts and fundamentals
• Strong understanding of ReactJs. development, and its core principles
• Experience with popular React.js workflows (such as Flux or Redux)
• Experience of working with code versioning tools (such as Git, SVN)
• Familiarity with RESTful APIs
• Familiar with HTML, CSS and SCSS development
• Knowledge of bundlers such as Gulp/Web pack, ES6, Node etc..
• B.Tech from Tier 1 college.
• 3+ yrs of experience with front end technologies HTML and JavaScript
• 1+ yrs of Project experience with react