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