Swiggy’s Rohit Kapoor on the Gig Economy, Delivery Partners, and Building a Human-Centric Business
At the bustling halls of TechSparks Bengaluru 2024, one of the most insightful conversations came from Rohit Kapoor, the CEO of Food Marketplaces at Swiggy. In a candid and powerful session with Shradha Sharma, Founder and CEO of YourStory, Kapoor delved into the dynamics of the gig economy, the evolving nature of work in India, and Swiggy’s approach to creating long-term, inclusive value.
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Sources - YourStory Media |
Swiggy, a foodtech unicorn that has become a household name across India, has not only changed the way we order food but has also redefined how flexible work can support millions. Kapoor’s discussion shed light on how Swiggy is tackling the challenges of gig work while focusing on human dignity, financial inclusion, and scalable employment solutions.
The Gig Economy: Beyond Buzzwords
India’s gig economy has been growing at an unprecedented pace. From food delivery and ride-sharing to freelance design and tech gigs, the shift toward flexible, task-based work is reshaping how millions earn a livelihood.
Swiggy is among the largest players in this space—and according to Kapoor, it’s one of India’s fastest employment generators, onboarding nearly 60,000 delivery partners every week. That’s over 2.4 lakh people a month gaining access to income opportunities, often within hours of applying.
“We’re not just dealing with one profile of a gig worker,” said Kapoor. “There are students, full-time earners, part-timers, and second-shift workers. This diversity is what makes the gig economy so unique—and challenging.”
A New Type of Employment
Traditional jobs come with contracts, benefits, and predictable hours. Gig work, on the other hand, is flexible, decentralized, and often lacks a safety net. Kapoor acknowledged this shift and said that Swiggy doesn’t see itself merely as a platform for food delivery—it sees itself as an enabler of livelihoods.
“You land in Mumbai with a driving licence and Aadhaar card, and you can start earning in five hours. That’s not just convenience; that’s financial access,” he said.
For students in Tier II and Tier III cities, gig work often acts as a bridge—helping them pay college fees, manage living expenses, or even support their families back home. Similarly, for those already employed, Swiggy offers a way to supplement income through second-shift or weekend delivery gigs.
The Human Face of Swiggy: Delivery Partners
In the food delivery business, most customer interactions happen with one person—the delivery partner. “They are the only face you see from Swiggy, apart from the app,” Kapoor pointed out. “That’s why how we treat them matters so much.”
Swiggy’s approach to delivery partners reflects a blend of empathy, data, and systems thinking. The company has implemented several initiatives to support them, but Kapoor believes a lot still depends on public participation—especially when it comes to tipping.
Tipping Culture in India
“In India, the average tipping rate is about 3%,” Kapoor said. “It’s very low.” He encouraged customers to tip more generously, stressing that 100% of the tip goes directly to the delivery partner. Swiggy does not take any portion of tips, and they are not factored into any pricing or ranking algorithm.
“There’s nothing in our algorithm that’s linked to how much a delivery partner earns,” he clarified. “Tipping is a simple, direct way to show appreciation. It’s optional, but powerful.”
This insight is important because it highlights how platforms and users co-create value in the gig ecosystem. The small acts of appreciation from customers can make a real difference in a partner's day.
Protecting the Gig Workforce: Swiggy’s Insurance Ecosystem
One of the pressing concerns in the gig economy is the lack of social security and benefits. Most gig workers do not get health insurance, accident coverage, or retirement benefits. Swiggy is trying to fill this gap, Kapoor explained.
Universal Insurance for Delivery Partners
Kapoor proudly stated that every delivery partner on Swiggy is insured, right from the moment they begin work. This includes accident coverage and basic health insurance.
“There is no gamification of insurance. You don’t need to complete X number of orders to be eligible. The moment you start, you are covered,” he said.
However, there are tiered benefits depending on how long a partner stays active on the platform. Longer engagement leads to higher insurance levels and additional perks. This model encourages consistency while ensuring a minimum layer of protection for even short-term gig workers.
In 2023 alone, Swiggy disbursed ₹32 crore worth of insurance benefits to its delivery partners. That’s a significant figure—and an indicator that Swiggy is willing to put its money where its mouth is.
Managing Scale Without Losing Sight of People
With 60,000 new joiners every week, running Swiggy’s delivery partner vertical is a herculean task. But Kapoor insists that Swiggy’s systems are built to handle both scale and personalization.
The company uses data-driven onboarding, location-based training modules, and in-app support to ensure that partners can hit the ground running. At the same time, it recognizes that this is not “natural employment” with 9-to-5 stability.
“Our average delivery partner stays for 3.5 months,” he said. “It’s the nature of the work—people come in, earn, and move on. But while they are here, we want to ensure they’re respected and supported.”
That vision has shaped much of Swiggy’s delivery-side strategy—from creating partner-friendly incentive models to offering 24/7 grievance redressal and localized partner support centers in major cities.
Building for More Than Profit
Kapoor concluded his session by zooming out from gig work to talk about Swiggy’s larger mission.
“We are building a company on the back of creating success for everyone we engage with, not just profits,” he said. “That’s what drives long-term value.”
This approach is reflected in Swiggy’s decisions across verticals—whether it’s launching a subscription model like Swiggy One, entering into instant commerce with Instamart, or diversifying into Dineout. Each move is calculated not just for market share but for ecosystem synergy.
IPO on the Horizon: A New Chapter for Swiggy
Swiggy’s people-first approach is especially noteworthy at a time when the company is preparing for its initial public offering (IPO). According to its draft red herring prospectus (DRHP) filed recently, Swiggy plans to raise ₹3,750 crore through a fresh issue, alongside an offer-for-sale of 18.52 crore shares from existing shareholders.
The IPO could be one of India’s biggest tech listings in recent years, potentially unlocking massive value for investors—and signaling Swiggy’s intent to play the long game.
But Kapoor emphasized that the IPO doesn’t change Swiggy’s DNA. “More than profitability, it’s about impact. We’re building a company that people trust—customers, partners, and employees alike.”
Conclusion: Redefining Success in the Gig Age
As the gig economy continues to reshape the future of work in India, companies like Swiggy are at the frontlines of innovation and responsibility. Rohit Kapoor’s vision for Swiggy goes beyond metrics—it’s rooted in empathy, empowerment, and ecosystem building.
Whether it’s onboarding thousands of new partners every week, disbursing crores in insurance, or simply encouraging better tipping practices, Swiggy is reimagining what it means to build at scale without losing the human connection.
And in a world where the only constant is change, that might just be the most sustainable strategy of all.
Keywords: Swiggy, Rohit Kapoor, Gig Economy, Delivery Partners, Swiggy IPO, FoodTech India, Swiggy Insurance, TechSparks 2024, YourStory, Flexible Work, Gig Workers, Tipping Culture India
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