Team Lead, Client Success (Refund Operations)

About the Position

Team Lead, Client Success (Refund Operations)

G2 is the world's largest and most trusted software marketplace. We are seeking a Team Lead for Client Success (Refund Operations) to join our team in Gurgaon, India. This frontline operational leadership role involves direct ownership over G2's refund validation ecosystems, with shift timings between 2:30 PM to 9:30 PM IST. 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.

Responsibilities

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.

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.

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.

Requirements

• 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.

Nice to Have

• 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.

We Offer

• Be part of a value-driven, growing global community that climbs PEAKs together.
• Competitive salary and benefits.
• Opportunity to work in a dynamic and innovative environment.
• Professional development opportunities.

About 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. We are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome.

For job applicants in California, the United Kingdom, and the European Union, please review this 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.