Crew Captain - Swiggy

Swiggys premium personal assistance service – CREW

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. Please note that for night shift you will be working from home.

• 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