Store captain

Our Story

Founded in 2021 by Aadit Palicha and Kaivalya Vohra, Zepto is on a mission to save you time —making every second count towards life's real joys. Our platform has revolutionized rapid commerce in India with cutting-edge technology and strategically optimised delivery hubs. Zepto offers an extensive range of 45,000+ products, from fresh groceries to electronics, beauty essentials, apparels, toys and more, delivering across 50+ cities within minutes*.

Zepto Café extends our commitment to convenience, featuring a curated menu of over 200 fresh items.

1. Role Overview

The Store Captain is the on-ground leader responsible for rider performance, reliability, and Direct Handover % (DH%) across Zepto stores. They act as the bridge between the rider fleet and city operations, ensuring every delivery partner adheres to process discipline, completes onboarding smoothly, and maintains high Direct Handover performance. The captain’s success is directly tied to DH% and 1–10th Order Reliability.

2. Key Responsibilities Primary KRAs:

1. Direct Handover % (DH%) • Maintain ≥90% DH% across assigned stores (average of both). • Drive operational discipline – rider app login, on-time reporting, and readiness. • Identify and fix low DH% causes via training or process corrections.

2. 1–10th Order Reliability • Ensure ≥90% of new riders complete their first 10 orders without drop-off. • Track early performance and intervene for low reliability. • Collaborate with training teams for SOP reinforcement.

3. Additional Responsibilities

1) Maintain rider attendance and availability discipline.

2) Handle first-level grievances and escalations. (CSAT > 90%, Rider NPS > 70%)

3) Support sourcing via rider referrals and local leads.

4) Rider asset inventory cc (every Monday)

5) Daily rider huddles

4. Key Skills & Competencies

• People management and motivational skills

• Data interpretation and dashboard familiarity

• Conflict resolution and communication skills

• Local language fluency + basic English

• Familiarity with Excel/Sheets for daily reporting

5. Qualifications

• Graduation preferred.

• Minimum 1–3 years experience in delivery, logistics, or fleet management.

• Prior experience in team-handling or rider operations preferred.