Customer Care Executive

Astranova Mobility; Gurugram District; Hybrid; INR 300,000 - 540,000; Full time

Job summary

Grip is seeking a Customer Service Executive to assist investors across chat, email, and phone. You’ll be the first point of contact for inquiries through KYC, onboarding, orders, and payouts, resolving most issues independently and escalating only when needed.

You will work with Operations, Compliance, and Product teams in a fast-moving fintech setting, maintaining data accuracy and helping to grow trust with investors.

Qualifications

• 2–3 years in a customer service role covering chat, email, and voice
• Strong written and spoken English; able to explain clearly across channels
• Experience with helpdesk/CRM tools like Freshdesk or Zendesk

Responsibilities

• Respond to investor queries across live chat, email, and calls with accurate, empathetic resolutions
• Handle queries spanning KYC, onboarding, orders, payouts, and account issues
• Meet defined SLAs for first response and resolution times
• Escalate complex cases to Operations, Compliance, or Product with full context
• Log every interaction in the helpdesk/CRM system
• Spot recurring issues and flag patterns to the team lead
• Handle investor data carefully in line with privacy/regulatory obligations
• Contribute to and keep FAQ / knowledge base current

Skills

Customer service

Multichannel support

CRM tools

Education

Graduate in any discipline

Tools

Freshdesk

Zendesk

Job description

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
• Strong 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 good support builds investor trust.