Buyer Success Specialist

Overview

Dual-function role focused on lead review and quality assurance, complemented by buyer email and ticket support across Capterra, GetApp, and Software Advice.

What you'll do

• 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.
• 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.
• 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.

What you'll need

• 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.

Nice to have

• 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.

Details

• Location: Gurgaon, India.
• Overnight shift from 8:00 PM to 7:00 AM IST, supporting a U.S.-based team with availability through 7:00 p.m. U.S. Central Time year-round.