Team Lead, Client Success (Refund Operations)

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. ABOUT THE ROLE: This is a frontline operational leadership role with direct ownership over G2's refund validation ecosystems based in Gurgaon, 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. 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 wo…