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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 with 6M verified reviews.
You will lead a frontline operations team managing G2's refund validation and lead quality dispute ecosystem. This role owns the Refund Operations queue, handling high-volume customer and vendor escalations while maintaining strict SLA compliance (24-hour initial responses, 48-hour updates). You'll manage a team of Client Success Specialists, optimizing daily throughput through modern tooling, structured workflows, and AI-driven utilities.
Key responsibilities include:
• Queue Management & Process Optimization: Own the Refund Operations queue, identify process bottlenecks, capture recurring lead quality trends, and feed regional market intelligence into leadership planning.
• Team Leadership & Coaching: Coach and develop Client Success Specialists, set clear operational expectations, run impactful 1:1s, and foster accountability rooted in G2's PEAK values (Performance, Entrepreneurship, Authenticity, Kindness).
• Cross-Functional Alignment: Partner with Sales, Finance, and Revenue Operations to resolve complex credit accounting issues, eliminate processing friction, and maintain data integrity dashboards as a single source of truth.
• Data & Reporting: Translate backend logs into actionable reporting, maintain dashboards, and catch reporting anomalies before executive escalation.
You'll need 6+ years in operations, customer support, or financial logistics with proven experience managing complex client escalations. At least 1 year in a leadership capacity with active coaching or mentorship is required. Deep familiarity with ticket infrastructure (Freshdesk, Zendesk, Salesforce, Jira) and strong analytical skills are essential. Preferred experience includes software marketplace or B2B SaaS environments, B2B marketing personas, lead validation metrics, AI tool integration, and corporate credit workflows.
