g2
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 https://www.capterra.com/, SoftwareAdvice https://www.softwareadvice.com/, and GetApp https://www.getapp.com/ 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 https://company.g2.com/dei and philanthropic work (like our G2 Gives https://company.g2.com/gives program) because it encourages us all to be better people.
This is a frontline operational leadership role with direct ownership over G2's refund validation ecosystems. The role leads a team of Client Success Specialists managing client and vendor lead criteria disputes and high-volume Freshdesk queues, balancing an exceptional vendor experience with strategic revenue protection. Queue Management & Process Optimization - Own the Refund Operations queue, managing high-volume customer and vendor escalations regarding lead quality criteria while maintaining strict SLA compliance (24-hour initial responses and 48-hour updates). - Identify gaps in product performance and process bottlenecks early, capturing recurring lead quality trends and feeding regional market intelligence back into leadership planning. Responsibility Area: Leadership & Team Coaching - Coach and develop a team of Client Success Specialists, optimizing daily throughput by leveraging modern tooling, structured saved replies, and AI-driven utilities to enrich response quality. - Build a high-performance culture rooted in G2's PEAK values by setting clear operational expectations, running impactful 1:1 syncs, inspecting team data, and fostering advanced professional accountability. Responsibility Area: Cross-Functional Alignment & Data Integrity - Partner with Sales, Finance, and Revenue Operations to resolve complex credit accounting loops, eliminate processing friction, and ensure a seamless internal and external stakeholder experience. - Maintain dashboards as a definitive single source of truth and translate backend logs into clear, actionable reporting. MINIMUM QUALIFICATIONS: - 6+ years of experience in operations, customer support, or financial logistics, with a proven track record of managing complex client escalation frameworks. - 1+ years of experience in a leadership capacity (Team Lead, Senior Specialist, or dedicated mentorship track) with active coaching or workflow guidance. - Deep familiarity with core ticket infrastructure and tracking applications (Freshdesk, Zendesk, Salesforce, Jira). - Track record of zero-discrepancy data verification and routinely catching reporting anomalies before executive escalation. - Strong problem-solving instinct to systematically diagnose tool or workflow issues and execute resolutions. - Analytical fluency with the ability to maintain dashboards as a definitive single source of truth and translate backend logs into actionable reporting. - Strong communication and stakeholder presence to confidently align with cross-functional partners in Sales and Finance. Preferences: - Experience working within a software marketplace, B2B SaaS environment, or digital lead generation platform. - Familiarity with B2B marketing personas, digital acquisition cycles, and lead validation metrics. - Hands-on experience integrating AI utilities or automated tools to enrich daily communication workflows and scale operational output. - Experience handling corporate credit workflows, automated billing infrastructure, or financial reconciliation projects. 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.