Client Success Specialist

About G2 - The Company

G2 is the world's largest and most trusted software marketplace. When you join G2, you’re joining the industry’s leading team that helps businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users.

Now, we have joined forces with Capterra, SoftwareAdvice, and GetApp to create the largest source of online data and software insights to fuel intelligent buying in the age of AI. With 200M+ combined annual visitors and 6M verified reviews, we are now the centralized place to enable software buyers to make better and faster decisions with confidence.

And we are just getting started! We are setting out to transform the global B2B software industry and become the most trusted data foundation for buyers and sellers of software for the age of AI.

Does that sound exciting to you? Come join us as we try to reach our next PEAK!

About G2 - Our People

At G2, everything we are and what we do is grounded in our PEAK values— (Performance + Entrepreneurship + Authenticity + Kindness. Working at G2 means you are part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other’s successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit we push each other to take on challenging work, which will help us all to grow and learn.

You will be part of a global, diverse team of smart, dedicated, and kind individuals - each with unique talents, aspirations, and life experiences. At the heart of our community and culture are our people-led ERGs, which celebrate and highlight the diverse identities of our global team. As an organization, we are intentional about our DEI and philanthropic work (like our G2 Gives program) because it encourages us all to be better people.

About The Role:

This frontline operational role directly impacts G2’s business sustainability by processing and validating client and vendor lead criteria disputes. Working within high-volume Freshdesk queues, this role balances an exceptional vendor experience with strategic revenue protection through precise due diligence, zero-discrepancy data verification, and smooth operational execution. The standard shift timings for this position are from 5:00 PM to 2:00 AM IST.

In This Role, You Will Be Responsible For:

Queue Management & Process Optimization

• Manage high-volume customer and vendor lead quality disputes within the Refund Operations queue, maintaining strict SLA compliance (<12-hour initial response time and total resolution within 24 business hours).

• Identify recurring lead quality trends, product gaps, and process bottlenecks during daily ticket handling, capturing operational insights to share with cross-functional partners.

• Maximize daily throughput and ticket response quality by effectively leveraging modern operational tooling, standardized saved replies, and AI-driven utilities.

Cross-Functional Collaboration & Data Integrity

• Partner with Account Management to understand vendor context and balance vendor satisfaction with proactive revenue protection.

• Collaborate with Quality Assurance during refund reviews to ensure strict alignment with lead qualification guidelines.

• Work directly with Advisor and Advisor Manager teams to provide operational feedback, resolve vendor issues, and prevent unnecessary revenue loss.

• Maintain zero-discrepancy data verification standards across tracking systems, referencing dashboards to monitor personal SLA and audit performance.

  Minimum Qualifications:

  Requirements:

  • 2–4 years of experience in customer support, operations, or financial logistics, with hands-on experience handling ticket escalations.

  • Proficiency with ticketing platforms and CRM infrastructure (Freshdesk, Zendesk, Salesforce, Jira).

  • Proven track record of high-accuracy data entry, zero-discrepancy verification, and detail-oriented record keeping.

  • Strong problem-solving skills to systematically troubleshoot case discrepancies and workflow issues.

  • Clear written and verbal communication skills to effectively collaborate with internal partners across Sales, QA, and Finance.

  Preferences:

  • Experience in a B2B SaaS environment, software marketplace, or digital lead generation platform.

  • Familiarity with B2B marketing personas, digital acquisition cycles, and lead validation metrics (PPL, RPQ).

  • Experience using AI-assisted communication tools or automation features to increase daily workflow efficiency.

  • Basic familiarity with corporate credit processes, billing systems, or financial reconciliation.

Our Commitment to Inclusivity and Diversity

At G2, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Learn more about our commitments here. 

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How We Use AI Technology in Our Hiring Process
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