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
