Retention & Refunds Analyst

Job description

Company Description Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering solutions that help the world’s largest brands simplify how digital trust is managed and scaled. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across enterprise environments, enabling organizations to reduce complexity, accelerate time to value, and strengthen security across environments. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers, including 65% of the Fortune 500. Sectigo holds six combined active leadership seats in the CA/Browser Forum and ETSI and brings two decades of delivering unparalleled digital trust. Simplicity at Scale. How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you. Job Description We are looking for a talented Retention & Refunds Analyst to join our growing global team at Sectigo. The Retention & Refunds Analyst is responsible for the end-to-end tracking, validation, and processing of refund requests for certificate-based products within a technical support environment. This role ensures refunds are processed accurately, within defined policy timelines, and in full compliance with operational controls and audit requirements. The analyst works across Order Internal tools and Salesforce to validate eligibility, perform certificate revocation where applicable, execute refunds, and maintain complete case documentation. Please Note: The Reporting Manager and the Work Arrangement requirements may be modified and redesigned based on business needs to ensure operational flexibility and organizational effectiveness. This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam. Here are the core functions, responsibilities, and expectations for this role: Refund Eligibility Review & Case Handling Review and validate refund requests submitted by customers through Salesforce Cases. Ensure Case Type / Case Reason fields are correctly selected for accurate routing and reporting (e.g., Billing → Refunds). Confirm eligibility based on the Retail Refund Policy (retail orders refundable within 30 days from the order issue date). Identify exceptions — including out-of-policy requests, missing information, or disputes — and follow the defined escalation and approval workflow. Order & Certificate Lifecycle Management Use the Order Management System to verify orders and confirm product and customer entitlement. Check certificate status (active, revoked, or pending) and associated timelines. Ensure the Certificate Revocation lifecycle is completed, where required, prior to refund approval — coordinating with Certificate Operations or relevant internal teams as needed. Billing Platform Execution Use Order management system to manage order cancellations where applicable. Process refunds accurately — including amount, payment method, and transaction references — in line with policy and internal controls. Reconcile discrepancies between internal Tools and Salesforce, and document all resolution steps. Documentation, Compliance & Audit Readiness Maintain accurate and complete Salesforce case notes, status updates, and supporting evidence at all times. Ensure all processing aligns with internal controls, certification program requirements, and audit expectations. Support audits by providing full traceability — including case history, references, revocation confirmation, and approval trails. Operational Excellence & Continuous Improvement Track recurring refund drivers such as issuance issues, customer cancellation reasons, and provisioning delays. Provide inputs to improve refund workflows, templates, macros, and knowledge documentation. Collaborate with L1/L2 support, Finance, and other key stakeholders to reduce rework and minimize escalations. Performance Measures / Success Metrics Refund accuracy and low rework / adjustment rate. Turnaround time (TAT) and SLA adherence for all refund cases. Audit compliance — complete traceability with minimal findings. Reduction in escalations related to refund processing or policy interpretation. Salesforce data quality — correct case classification and documentation completeness. Additional tasks associated with this position may be assigned in response to company initiatives and business needs. Qualifications Education: Bachelor's degree or equivalent practical experience in a related field is strongly preferred. Experience: Minimum of 2+ years of experience in billing operations, refund processing, customer support operations, or order management is required. 2 to 5+ years of direct experience is recommended. Demonstrated experience working in a case management and SLA-driven environment. May require working in rotational shifts to support global customer coverage. Role involves handling time-sensitive and escalated, customer-impacting cases with professionalism and discretion. Requires strict adherence to internal confidentiality, security, and compliance policies. Ideal Candidate Profiles, Talents, and Desired Qualifications: Ability to verify orders and manage certificate status (active/revoked/pending). Ability to manage customer orders, cancellations, and refunds. Ability to log, track, and update refund requests with correct Case Type or Case Reason classification. Working knowledge of Retail Refund Policy enforcement (e.g. 30-day refund window). Working knowledge of Certificate Revocation processes for certificate-based products. Experience supporting certificate-based products (e.g., SSL/TLS or similar lifecycle-driven digital products). Exposure to compliance or certified support environments (audit readiness, controls, traceability). Familiarity with payment processing concepts — refund timelines, payment method constraints, and partial/full refund handling. Strong attention to detail and documentation discipline. Sound policy adherence and good judgement in exception handling. Clear written communication for case updates and internal/customer messaging. Ability to collaborate cross-functionally with L1/L2 support, Finance, and management. Ability to work independently, manage workload priorities, and consistently deliver within deadlines. Additional Information Sectigo is an Equal Opportunity Employer. At Sectigo, we are committed to providing equal opportunities throughout your career. We hire and promote the most qualified individuals based on their skills, experience, job requirements, and business needs. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability, pregnancy, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable laws in the countries where we operate. Our “One Sectigo” culture fosters a strong sense of belonging and supports a respectful, inclusive workplace free from discrimination and harassment. Use of Artificial Intelligence (AI) in Our Hiring Process at Sectigo: To enhance your experience, Sectigo may use Artificial Intelligence (AI) tools during the recruitment process. We are committed to using AI responsibly and transparently, ensuring fairness, accuracy, and human oversight at every stage. Global team. Global reach. Global impact. At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. 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