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
• 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 environment — with structured onboarding into Grip's products, room to grow, and a direct line of sight into how positive support builds investor trust.

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