About The Role

We're looking for a Customer Service Executive to support Grip's investors across chat, email, and phone. You'll be the first point of contact for questions and issues throughout the investor journey from KYC and onboarding to order execution, payouts, and general platform navigation — and you'll be expected to resolve most of these independently, escalating only what genuinely needs another team.

What You’ll Do
Respond to investor queries across live chat, email, and inbound/outbound calls, with accurate, empathetic, and timely resolutions
Handle queries spanning KYC and onboarding, order and investment status, payouts, redemptions, and general account/platform issues
Meet defined SLAs for first response time and resolution time across all three channels
Escalate complex, sensitive, or unresolved cases to the right internal team (Operations, Compliance, Product) with full context
Log every interaction accurately in the helpdesk/CRM system, so nothing falls through the cracks
Spot recurring issues or emerging patterns in investor queries and flag them to your team lead
Handle investor data carefully and in line with Grip's data privacy and regulatory obligations




Contribute to and help keep the FAQ / internal knowledge base current as products and processes evolve

Qualifications / Skills
2–3 years in a customer service or support role covering chat, email, and voice — fintech, banking, BPO, or e-commerce backgrounds all work
Solid written and spoken English; able to explain things clearly and patiently over any channel
Comfortable working across multiple channels/tickets at once without dropping quality
Hands-on experience with a helpdesk or CRM tool (Freshdesk, Zendesk, or similar)

What helps
Some familiarity with financial products — bonds, FDs, or investing generally — though full product training is provided
A calm, problem-solving mindset when an investor is frustrated or a case is unclear
Attention to detail, especially where money and personal data are involved
Graduate in any discipline

Why Join You'll work closely with Operations, Compliance, and Product teams in a fast-moving fintech workplace — with structured onboarding into Grip's products, room to grow, and a direct line of sight into how valuable support builds investor trust.

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