Captain 2

CREW is Swiggy's premium travel concierge, built to take the stress out of planning and traveling for busy professionals. Instead of leaving customers to stitch together flights, hotels, visas and on-ground logistics across five different apps, CREW brings it all into one place - backed by real people, powered by AI.

• Member-only hotel rates: Negotiated prices on domestic and international stays
• 24×7 on-trip assistance: A concierge that stays live from planning to landing
• Deep destination expertise: From the best activities to currency exchange to making the most of every day at the destination
• One stop shop: Hotels, flights, visas, trip planning, forex, cabs and insurance - all in one place, so there's no juggling five platforms for one trip By combining human expertise with seamless service delivery, CREW lets customers focus on the reason they're traveling - work, family or leisure - while we handle the details before, during and after the trip.

About the Role: We are looking for a Captain to be the front line of the Travel Desk - the person a premium member is actually talking to when they plan, book or need help on a trip. You'll sit within one of our specialist teams - Flights, Domestic Trip Planning, International Trip Planning, Stays, Booking Ops, or On-Trip Assistance - and own your queries and missions end to end, from the first conversation to the trip actually happening the way it was promised. This is a hands-on, execution-heavy role. On any given day you're building an itinerary, closing a booking, chasing a hotel or vendor for a confirmation, or talking a traveler through a change mid-trip. You'll report to the Assistant Manager - Cx & Ops, work to the desk's SOPs and escalation ladder, and be expected to know when something needs to be escalated versus solved on the spot. You're measured on getting members to book with us, and on making sure the trip they get matches the trip they were sold. We're looking for someone who's genuinely passionate about travel and knows what actually breaks on the ground - someone with a strong ops mindset, a bias for action, and the taste to make a CREW trip feel different from a booking confirmation.

• Own your queries and missions end to end - understand what the member needs, plan and price the trip, and take it through to confirmed booking within your team (Flights, Domestic Trip Planning, International Trip Planning, Stays, Booking Ops or On-Trip Assistance).
• Drive conversion and sales - engage inbound leads and queries with speed and craft, and convert interest into confirmed, revenue-generating bookings against your individual targets.
• Coordinate directly with hotels, DMCs, airlines, transport partners and on-ground vendors so bookings, changes and cancellations land correctly and on time.
• Be the customer's main point of contact for your missions - proactive updates, accurate information, and fast follow-through, especially when something changes mid-trip.
• Work to the desk's SOPs and escalation ladder; flag to your Assistant Manager where an SOP doesn't hold up in a real situation.
• Escalate issues you can't resolve yourself promptly and with full context, so they get fixed without the member feeling the friction.
• Use AI-assisted tools in your day-to-day workflow, and flag manual, repetitive work worth automating.
• Passion for travel: bring destination knowledge, taste and attention to detail to every itinerary and recommendation you build.
• Be available for rotational shifts, including nights, weekends and peak season, so the desk is staffed when members are actually traveling.

Required Skills & Qualifications:

• Must be based in Bangalore.
• Open to rotational shifts (5-day work week including weekends).
• 1-2 years of work experience, ideally in a concierge or travel services setup - but not mandatory.
• Hands-on vendor coordination: you've held a third party to a service standard when the customer was already waiting.
• Strong ops mindset with a demonstrated bias for action and high ownership.
• Excellent interpersonal, communication and collaboration skills.
• Strong creativity and attention to detail in travel planning.
• Ability to perform under pressure while ensuring a seamless customer experience.
• Passion for delivering outstanding, personalized experiences for premium users.