Client Success Specialist

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.

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.

- 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 https://culture.g2.com/commitments.

For job applicants in California, the United Kingdom, and the European Union, please review this applicant privacy notice https://legal.g2.com/applicant-privacy-notice before applying to this job.

How We Use AI Technology in Our Hiring Process G2 incorporates AI-powered technology to enhance our candidate evaluation process. These tools may assist with initial application screening, skills assessment analysis, and identifying candidates whose qualifications align with specific role requirements. While AI technology supports our recruitment workflow, all final hiring decisions remain under human oversight and judgment.

Your Choice Matters: If you would prefer that your application be reviewed without AI assistance, you can opt out by entering your email address in the email entry field at the bottom of the Automated Processing Legal Notice. Choosing to opt out will not disadvantage your application in any way—we will ensure your materials receive a thorough manual review by our hiring team. For additional details about how we handle your information throughout the application process, please review G2's Applicant Privacy Notice https://legal.g2.com/applicant-privacy-notice.