Sectigo
Computer Software
Retention&RefundsAnalyst
Neural analysis suggests this role is
optimal for mid candidates.
“Retention & Refunds Analyst at Sectigo. Skills: Refund processing, Order management, Case management, Documentation. Track, validate, and process refund requests. Ensure refunds are processed accurately and compliantly”
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.
Identify exceptions; Reconcile discrepancies; Exception handling
Full-time and in-office position, working 5 days a week from Chennai office, May require working in rotational shifts, Strict adherence to internal confidentiality, security, and compliance policies
What They're Looking For.
Must Have
Minimum of 2+ years of experience in billing operations, refund processing, customer support operations, or order management, Demonstrated experience working in a case management and SLA-driven environment, 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, Working knowledge of Certificate Revocation processes for certificate-based products, Clear written communication for case updates and internal/customer messaging, Ability to work independently, manage workload priorities, and consistently deliver within deadlines
Nice to Have
Bachelor's degree or equivalent practical experience in a related field, 2 to 5+ years of direct experience, 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, 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, Ability to collaborate cross-functionally with L1/L2 support, Finance, and management
What You'll Do.
and process refund requests
Ensure refunds are processed accurately and compliantly
Use Order Internal tools and Salesforce to validate eligibility
Perform certificate revocation where applicable
Execute refunds and maintain case documentation
Review and validate refund requests via Salesforce Cases
Confirm eligibility based on Retail Refund Policy
Identify exceptions and follow escalation workflow
Verify orders and customer entitlement in Order Management System
Check certificate status and associated timelines
Ensure Certificate Revocation lifecycle is completed
Manage order cancellations in Order management system
Process refunds accurately in line with policy
Reconcile discrepancies between internal Tools and Salesforce
Maintain accurate and complete Salesforce case notes
Ensure processing aligns with internal controls
Support audits by providing full traceability
Track recurring refund drivers
Provide inputs to improve refund workflows
Collaborate with L1/L2 support
How You'll Work.
Team & Collaboration
Collaborate with L1/L2 support, Finance, and other key stakeholders; 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
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. 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 certi
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