Lead Crew Captain

Lead Crew Captain (L5)

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 (Dining and Experiences, Travel, Event Planning, Govt/ Official process guidance, and Home Service assistance).
• 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 restaurant reservations, events, travel & cab bookings, and government/documentation 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

• High responsiveness and proactivity
• Efficient task planning and fulfillment
• Strong adherence to desk-specific SOPs
• High user satisfaction and service delight
  
  

KPIs

• Task Completion Rate
• Customer Satisfaction Score
• Turnaround Time (TAT) per task
• SOP Compliance %
• First Response Time