Job Description

Crew Captain (L4)
Role Overview:
As a Captain within Swiggy's premium personal assistance service - CREW - you will manage end-to-end fulfillment of specific client requirements related to your allocated vertical/ service area. Each desk caters to a specialized lifestyle need, and you'll be responsible for ensuring seamless delivery, thoughtful planning, and vendor coordination.
This is a customer-facing role with a focus on high ownership, creativity, and operational excellence. You'll act as the single point of contact for the assigned category of service, from request intake to final execution.
Key Responsibilities:

• Handle user requests from intake to fulfillment within your assigned service desk (Travel, Events & Gifting, Govt/ Official process guidance, and Visa).
• Plan, coordinate, and execute tasks by engaging relevant third-party vendors or agencies.
• Communicate clearly and empathetically with the client, ensuring timely updates and delightful service.
• Customize solutions based on client preferences and context.
• Track request status, vendor performance, and user satisfaction metrics.
• Adhere to SOPs while applying creative problem-solving to enhance service delivery.

Desk Allocation:
Candidates will be assigned to dedicated desks based on the nature and relevance of their prior experience. Desk categories include events, travel, Gifting, government/documentation, and Visa support.
Ways of Working:

• CREW is a 24x7 service; Crew Captains work in rotational shifts (5 days/week).
• Weekend availability is required based on the roster.
• Work From Office is mandatory for all working days.
• The primary working shift is from morning to evening. Some desks may have late-night shifts.
• If you meet the above background and are also deeply enthusiastic about either travel, food, lifestyle, shopping, spotting trends, or event planning, you would fit right in.

Background for Hiring:

• College graduates (MBA, BBA, B.Com, B.Tech, etc.)
• 2-5 years of experience in one of the listed verticals.
• Background in event planning, travel itinerary designing, visa assistance, restaurant onboarding & partnerships, and handling social media for food brands
• Excellent communication and coordination skills.
• Ability to follow SOPs while thinking creatively for premium service delivery.
• Strong vendor interaction or planning background.
• Punctuality in working from the office.

KRAs:
1. High responsiveness and proactivity
2. Efficient task planning and fulfillment
3. Strong adherence to desk-specific SOPs
4. High user satisfaction and service delight
KPIs:
1. Task Completion Rate
2. Customer Satisfaction Score
3. Turnaround Time (TAT) per task
4. SOP Compliance %
5. First Response Time

Skills Required