Buyer Success Specialist

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 , SoftwareAdvice , and GetApp 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— ( P erformance + E ntrepreneurship + A uthenticity + K indness. 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.

About The Role:

The Buyer Success Specialist is a dual-function role with a primary focus on lead review and quality assurance, complemented by buyer email and ticket support across Capterra, GetApp, and Software Advice.The specialist reviews and enhances lead notes before delivery to software vendor partners, verifies information against recorded calls, and identifies opportunities to improve lead quality and revenue outcomes. The role also responds to buyer inquiries and coordinates follow-up with Advisors and Advocates to support a positive software buying experience.This position supports a U.S.-based team and requires an overnight schedule in India, with availability through 7:00 p.m. U.S. Central Time year-round .Shift Times between - 8:00PM - 7:00AM.

In This Role, You Will Be Responsible For:

Lead Review & Quality Assurance-

Review, proofread, and enhance lead notes before they are sent to software vendor partners, ensuring information is accurate, complete, clear, and professionally written.

Compare lead notes with recorded call audio to verify that documentation accurately reflects the buyer’s needs, requirements, and stated interests.

Identify missing information, inconsistencies, qualification gaps, and missed opportunities before leads are delivered.

Coordinate with Advisors and Advocates to clarify buyer information, correct documentation, and arrange appropriate follow-up.

Review a sampling of Advisor calls to assess adherence to established call flows and lead qualification standards.

Identify relevant opportunities to improve lead quality and maximize revenue while accurately representing buyer needs.

Manage a high volume of lead reviews within required turnaround times while maintaining consistent quality and attention to detail.

Provide clear, constructive feedback that recognizes effective practices and highlights opportunities for improvement.

Buyer Email & Ticket Support-

Manage assigned buyer emails and passback tickets, responding to, resolving, and closing inquiries within established deadlines.

Answer buyer questions clearly and directly, minimizing unnecessary handoffs.

Re-engage selected buyers to clarify needs, address outstanding questions, and identify appropriate next steps.

Process direct unsubscribe requests accurately and promptly.

Document buyer interactions, behaviors, and outcomes to support continuity of service and understanding of the buyer journey.

Balance buyer support responsibilities with the role’s primary lead review workload, following team priorities and service requirements.

Collaboration & Continuous Improvement-

Coordinate with Buyer Success and Quality Assurance teammates to apply lead review and support standards consistently.

Work with Advisors, Advocates, and their managers to resolve quality issues and communicate new or follow-up opportunities.

Identify recurring documentation errors, buyer concerns, and process gaps, and recommend practical improvements.

Build and maintain knowledge of the software markets covered by the business.

Adapt to changes in workflows, review standards, and queue priorities while maintaining accuracy and productivity.

Minimum Qualifications:

Requirements:

1–3 years of experience in quality assurance, content review, proofreading/editing, or customer support, with demonstrated ability to review detailed information accurately.

Strong written and spoken English communication skills, including excellent grammar, proofreading, and editing skills.

Strong active listening skills and the ability to compare recorded conversations with written documentation.

Experience using Microsoft Excel and customer relationship management (CRM) tools.

Ability to maintain accuracy and consistency while handling high-volume, repetitive work within strict deadlines.

Strong organizational skills, sound judgment, and accountability for the quality and completeness of work.

Ability to provide constructive feedback and collaborate effectively with colleagues.

A customer-focused approach to responding to buyer inquiries and resolving issues.

Ability to learn software markets, qualification criteria, and operational processes quickly.

Availability to work the required overnight schedule in India and adjust working hours for U.S. daylight saving time changes to maintain coverage through 7:00 p.m. Central Time.

Preferences:

Direct experience reviewing sales leads or validating lead qualification information.

Experience proofreading and enhancing vendor-facing lead notes.

Experience reviewing recorded calls or chat transcripts for quality assurance.

Experience providing email customer support or managing ticket queues.

Experience in a software marketplace, B2B lead generation, or a related environment.

Experience coaching, teaching, or delivering actionable quality feedback.

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 .

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