Customer Service & Business Ops

At Tokenfolio, we’re a pre-IPO investing platform that gives investors access to the most exclusive tech companies that are fundamentally changing the world. Our investors get access before these companies IPO, in the most exciting and lucrative phase of their growth.

This is not traditional customer support. This role sits at the core of investor trust, fund operations, and communication. Our investors include high-net-worth individuals, family offices,

and senior executives. In private markets, trust is everything. Your communication will directly impact how investors perceive our professionalism, our reliability and our brand.

The Role

We are hiring a Customer Service Lead to own all inbound investor communication across the platform. This role requires fluent written proficiency in English.

You will be responsible for:

● Responding to investor emails (including portfolio, tax, compliance, documentation,

distribution queries)

● Managing high-stakes communication with sophisticated investors

● Owning and closing issues end-to-end by working with ops, finance, tax, and legal teams to resolve queries

● Building systems to reduce inbound queries over time

This role is part operator, part communicator, part systems thinker.

What You’ll Do

- Own investor communication

● Respond to all inbound investor emails with clarity, precision, and confidence

● Handle complex topics: tax timelines, distributions, portfolio updates

● Maintain a consistent, professional tone across all communication





- Drive issue resolution (not just replies)

● Take full ownership of investor issues until resolution

● Coordinate internally across tax, legal, and operations

● Proactively follow up - nothing falls through the cracks

- Operate under ambiguity

● Make judgment calls with incomplete information

● Know when to respond, escalate, or wait

● Navigate compliance-sensitive situations carefully

- Build systems, not just answers

● Identify repeat questions and create templates / playbooks

● Improve workflows to reduce inbound volume

● Continuously refine how we communicate with investors

- Leverage AI to scale output

● Use AI tools to draft, structure, and improve responses

● Build and maintain an internal knowledge base

● Help design a modern AI-enabled support stack

What We’re Looking For

- Structured thinker

You can take messy, ambiguous questions and respond with:

● Clear reasoning

● Logical structure

● Concise answers

- Strong judgment

You understand:

● What to say

● What not to say

● When to escalate

Especially in financial and compliance-sensitive contexts

- High ownership

You don’t stop at replying - you drive resolution.





You follow through across teams until the issue is closed.

- Exceptional written communication

Your writing is

● Clear, concise, and precise

● Professional (never casual or templated) yet friendly

● Easy to understand even for complex topics

- Systems mindset

You

● Spot patterns in inbound queries

● Turn repeat issues into scalable solutions

● Improve processes, not just handle tickets

- Composure under pressure

You can handle

● Urgent investor requests

● Sensitive situations

● High expectations

Without losing clarity or control

Bonus (but not required)

● Experience in venture capital, private equity, or fintech

● Experience handling HNIs / institutional clients

● Experience building support systems or workflows

● Familiarity with AI customer service tools and tools like Notion, SendGrid, or Slack

What Success Looks Like

● Investors consistently receive transparent, high-quality communication

● Issues are resolved quickly with minimal escalation

● Inbound volume decreases over time due to better systems

● Support becomes a source of operational insight, not just a function

Why This Role Matters In private markets, trust is everything.

Your communication will directly impact how investors perceive:

● Our professionalism

● Our reliability

● Our brand

This is one of the highest-leverage roles in the company.

Pay: ₹1,000,000.00 - ₹1,500,000.00 per year

Work Location: In person

📌 Customer Service and Business Ops (Bengaluru)
🏢 Sutra Services
📍 Bengaluru