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G2 is the world's largest software marketplace, recently unified with Capterra, SoftwareAdvice, and GetApp to create a comprehensive B2B software insights platform serving 200M+ annual visitors and hosting 6M verified reviews.
You will work as a Client Success Specialist in G2's Refund Operations team, managing high-volume customer and vendor lead quality disputes. This is a frontline operational role that directly impacts business sustainability through precise data verification and vendor relationship management.
Key Responsibilities:
• Queue Management & Process Optimization: Manage high-volume customer and vendor lead quality disputes within Freshdesk queues, maintaining strict SLA compliance (initial response <12 hours, total resolution within 24 business hours). Identify recurring lead quality trends, product gaps, and process bottlenecks during daily ticket handling and share operational insights with cross-functional partners. Maximize daily throughput and ticket response quality using modern operational tooling, standardized saved replies, and AI-driven utilities.
• Cross-Functional Collaboration & Data Integrity: Partner with Account Management to understand vendor context while balancing 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 and monitor personal SLA and audit performance.
The role requires balancing exceptional vendor experience with strategic revenue protection through precise due diligence and smooth operational execution.
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
