About G2 - Our People 

G2 was founded to create a place where people will love to work. We strive to create meaning in work and provide more than just a job: a true calling. At the heart of our community and culture are our people. Our global G2 team comes from a wide range of backgrounds and experiences, and that’s what makes our G2 community  strong and vibrant. We want everyone to bring their authentic selves to work, and we do this through our company and team events, our G2 Gives charitable initiatives, and our Employee Resource Groups (ERGs). 

Our employee-led, leadership-supported ERGs celebrate the diversity of our team, foster inclusivity and belonging, and create a space to connect to each other. Through connections and understanding, we build a stronger and more dynamic global team and help every person reach their personal peak.

We support our employees by offering generous benefits, such as flexible work, ample parental leave, and unlimited PTO. Click here to learn more about our benefits. 

Due to Covid, G2 is currently operating fully remote until it is safe to return to the office. 

About G2 - The Company

When you join G2, you join the global team behind the largest and most trusted software marketplace. Every month, 5.5 million people come to G2 to inform smarter software decisions based on honest peer reviews. Authenticity is our focus, and every day we help thousands of companies, and hundreds of employees, propel their potential. Ready for meaningful work that starts and ends with compassion and heart? You’ve come to the right place.

G2 is going through exciting growth! We’ve recently secured our Series D funding of $157 million, which will further allow us to grow and develop our product and people. Read about it here!

About The Role

G2 is looking for a motivated, creative Specialist to join our Review Quality team in ensuring the quality of G2’s user-generated content remains at our expected standard. This function is critical to the success of G2, as the UGC being reviewed is the core data that powers G2’s marketplace and insights.  The role involves executing processes to ensure we meet our quality standards of user-generated content submitted to G2, including identifying and removing fraudulent posts and users. Specialists carry additional responsibilities including helping audit and mentor associates. The Review Quality team members work together with the broader Product Research & Development department; the team also partners with G2’s Marketing, CS, and Sales teams to champion G2’s customer and user experiences.  This role will be the start of a US-based portion of a team that is currently fully staffed in Bengaluru in the IST time zone.

In This Role, You Will: 

• Effectively translate G2’s UGC moderation processes and relay expert knowledge to our customers, prospects, internal teams of North America & EMEA through empathy and comprehension in an easy-to-digest way
• Resolve and respond to support inquiries, communicating with internal and external customers; this includes managing escalated support inquiries and handling more complex tickets & review inquiries
• Be the POC for UGC-QA based critical escalations and time-sensitive queries that demand calls in the US time zone, and additionally help cover the start of EMEA time zone while the Bengaluru team comes online
• Support the team on opposite (IST) time zone by moderating review submissions to ensure the quality of G2 website content using a standardized operating procedure, and shoulder review support program to deliver against daily operations goals when required / during critical times
• Partner with management to execute and deliver prioritized work including text, video & avatar moderation, support tickets, and other projects as needed
• Strive and maintain the highest level of decision quality
• Keep teammates up to date on process health and other key outputs through bi-weekly sprints,
• Moderate and audit a variety of additional user-generated content types against established guidelines when required
• Participate in audits of work samples study on associates to identify knowledge gaps in the team and bridge them through effective and timely feedback if needed
• Act as a mentor to new associates and specialists training them on processes to ramp up to production standards if required
• Investigate and resolve spam and fraud inquiries with accuracy, empathy, and speed
• Communicate bugs and other technical issues across the team and with the correct stakeholders
• Proactively problem-solve with other moderators and extended teammates
• Adapt quickly to evolving tools and processes
• Work on ad hoc projects as needed supporting broader G2 Product R&D projects
• Identify and propose initiatives that align with company goals and works with leadership to socialize, validate and prioritize

Minimum Qualifications:

We realize 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. 

• 1 - 4 years of experience in content moderation or general operations in tech industry
• Proactive thinking and strong task level decision-making fundamentals

• Exceptional ownership and conscious bias for action – willing to move quickly and decisively to resolve issues
• Strong communication, relationship management, and training skills

• Natural tendency to dive deep and use data points to make decisions on tasks
• Understanding of process efficiency, task-level business significances, and performance ownership
• Exceptional analytical ability, attention to detail, and good reading comprehension

• Strong knowledge of internet search techniques and data scraping

• Adaptable to shifting business needs and is willing to contribute above and beyond  during critical times
• Able to work independently and deliver consistently with periodic supervision
• Experience working with a global team and shared coverage hours is a plus

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.