Sectigo
Computer Software
Retention&RefundsAnalyst
Neural analysis suggests this role is
optimal for mid candidates.
“Retention & Refunds Analyst at Sectigo. Skills: Retention & Refunds, Order Management, Billing Operations, Customer Support Operations, Salesforce. End-to-end tracking, validation, and processing of refund requests for certificate-based products.. Ensuring refunds are processed accurately, within defined policy timelines, and in full compliance with operational controls and audit requirements.”
What You'll Achieve.
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.
Industry & Context.
exception handling
working in rotational shifts to support global customer coverage
What They're Looking For.
Must Have
Minimum of 2+ years of experience in billing operations, refund processing, customer support operations, or order management is required., Demonstrated experience working in a case management and SLA-driven environment., Requires strict adherence to internal confidentiality, security, and compliance policies., 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.
Nice to Have
2 to 5+ years of direct experience is recommended., 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., 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., 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.
What You'll Do.
and processing of refund requests for certificate-based products.
Ensuring refunds are processed accurately
within defined policy timelines
and in full compliance with operational controls and audit requirements.
Validating eligibility
performing certificate revocation where applicable
and maintaining complete case documentation.
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.
Confirm eligibility based on the Retail Refund Policy.
Identify exceptions — including out-of-policy requests
or disputes — and follow the defined escalation and approval workflow.
Use the Order Management System to verify orders and confirm product and customer entitlement.
Check certificate status (active
or pending) and associated timelines.
Ensure the Certificate Revocation lifecycle is completed
prior to refund approval — coordinating with Certificate Operations or relevant internal teams as needed.
Use Order management system to manage order cancellations where applicable.
Process refunds accurately — including amount
and transaction references — in line with policy and internal controls.
Reconcile discrepancies between internal Tools and Salesforce
and document all resolution steps.
Maintain accurate and complete Salesforce case notes
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
revocation confirmation
Track recurring refund drivers such as issuance issues
customer cancellation reasons
and provisioning delays.
Provide inputs to improve refund workflows
and knowledge documentation.
Collaborate with L1/L2 support
and other key stakeholders to reduce rework and minimize escalations.
How You'll Work.
Team & Collaboration
Collaborate with L1/L2 support, Finance, and other key stakeholders to reduce rework and minimize escalations.; Ability to collaborate cross-functionally with L1/L2 support, Finance, and management.
Communication Scope
Clear written communication for case updates and internal/customer messaging.
Full Job Description
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night. Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering comprehensive solutions that secure human and machine identities for the world’s largest brands. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across all certificate authorities (CAs) to simplify and improve security protocols within the enterprise. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers and two decades of delivering unparalleled digital trust. “When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.” 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 - S upport, E xcellence, C ommunication, T eamwork, I ntegrity, G rowth and O penness. 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. 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
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