Role Overview
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

What We're Looking For
Experience & 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
• Robust 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
• Atten

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