Client Success Specialist

Overview

A frontline operational role processing and validating client and vendor lead criteria disputes within high-volume Freshdesk queues, balancing vendor experience with revenue protection.

What you'll do

• Manage high-volume customer and vendor lead quality disputes within the Refund Operations queue, maintaining strict SLA compliance (<12-hour initial response time and total resolution within 24 business hours).
• Identify recurring lead quality trends, product gaps, and process bottlenecks during daily ticket handling, and share operational insights with cross-functional partners.
• Maximize daily throughput and ticket response quality by effectively leveraging modern operational tooling, standardized saved replies, and AI-driven utilities.
• Partner with Account Management to understand vendor context and balance vendor satisfaction with proactive revenue protection.
• Collaborate with Quality Assurance during refund reviews to ensure strict alignment with lead qualification guidelines.
• Work directly with Advisor and Advisor Manager teams to provide operational feedback, resolve vendor issues, and prevent unnecessary revenue loss.
• Maintain zero-discrepancy data verification standards across tracking systems, referencing dashboards to monitor personal SLA and audit performance.

What you'll need

• 2–4 years of experience in customer support, operations, or financial logistics, with hands-on experience handling ticket escalations.
• Proficiency with ticketing platforms and CRM infrastructure (Freshdesk, Zendesk, Salesforce, Jira).
• Proven track record of high-accuracy data entry, zero-discrepancy verification, and detail-oriented record keeping.
• Strong problem-solving skills to systematically troubleshoot case discrepancies and workflow issues.
• Clear written and verbal communication skills to effectively collaborate with internal partners across Sales, QA, and Finance.

Nice to have

• Experience in a B2B SaaS environment, software marketplace, or digital lead generation platform.
• Familiarity with B2B marketing personas, digital acquisition cycles, and lead validation metrics (PPL, RPQ).
• Experience using AI-assisted communication tools or automation features to increase daily workflow efficiency.
• Basic familiarity with corporate credit processes, billing systems, or financial reconciliation.

Details

• Standard shift timings are 5:00 PM to 2:00 AM IST.