Buyer Success Specialist

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 and philanthropic work (like our G2 Gives program) because it encourages us all to be better people.

The Buyer Success Specialist will be responsible for improving the experience of software buyers and GDM (Capterra, GetApp, and Software Advice) site visitors as well as ensure the quality of our leads sent to our vendor partners. The Buyer Success Team’s mission is to help every person they can to strengthen our brands and make G2.com the go-to destination for buyers shopping for software.

This role operates in flexible rotational AMER shift, with working hours from 09:30 PM IST to 06:30 AM IST, and is aligned to our Gurgaon location.

Initially, the position will be fully remote for the first few months while G2 establishes its office in Gurgaon. Once the office is operational, the role will transition to a hybrid work model based out of the Gurgaon office.

•  Manage incoming GDM (Capterra, GetApp, and Software Advice) email responses and pass back tickets under strict deadlines to respond, resolve, and close them out.

  • Strive to help every buyer with their inquiry by directly assisting with questions and limiting the amount of pass-offs to other people or departments.

  • Re-engage with select buyers as needed.

  • Resolve 50+ tickets within strict timeframes.

  • Manage direct unsubscribe requests.

  • Review call recordings and chat transcripts for buyer insights and process improvements.

  • Log buyer behaviours to help us understand the buyer journey.

• Ensure lead quality by proofreading and enhancing the notes for all the leads we send to our partner software vendors. Rigorously work to improve lead quality and find opportunities to maximise revenue.

• Work directly with Advisors and Advocates when passing a new opportunity, follow-up opportunities, or in making updates during lead review.

  • Identify revenue opportunities to pass to our advisor team.

  • Identify opportunities to maximise lead quality and/or revenue generation.

• Coordinate with your Buyer Success and QA teammates to ensure our quality standards are executed consistently and accurately.

• Learn the ins and outs of all the software markets we review. Trust us, there’s a lot to learn.

We realise applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway. 

•  Minimum a graduate with 1-3 years of experience in Quality Assurance or Customer Support.

• Preferred experience in sales lead review, proofreading/editing and email customer support.

• Experience working in Excel and CRM tools.

• Strong spoken and written English communication skills.

• A passion for efficiency. When our leads are high quality, our clients are happy. You’ll help keep them that way while reviewing a high volume of leads.

• Accountability. You’ll make sure that everything is perfect before our leads are sent out and that all of our software advisors are following our call flow.

• Attention to customer experience. We want to respond to customer inquiries quickly and ensure they’re getting the support they need in their software buying journey

• Flexibility. This is a growing team and the processes that go with it may need to change in order to improve efficiency and provide the best experience for our buyers and users. You fear no change and are open to offering suggestions for improvement.

•  Has an ear and eye for details. You understand how to listen actively and pay attention to the details. No mistakes are slipping by you.

• Takes pride in their work. You hold yourself to a high standard and won’t accept less than the very best work from yourself and your coworkers.

• A quick learner. There’s going to be a ton to learn right off the bat. We’re looking for someone with the smarts to learn our software markets in record time.

• Is comfortable with repetitive work. You thrive on owning a task and being the best at it.

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. 

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