Retention & Refunds Analyst

Sectigo; Chennai District; On-site; INR 400,000 - 700,000; Full time

Job summary

Sectigo is seeking a Retention & Refunds Analyst to join their team in Chennai. This full-time role involves validating refund requests for certificate-based products, ensuring accuracy and compliance in processing.

The ideal candidate will have at least 2 years of experience in billing operations or customer support, alongside a degree or equivalent experience. Strong knowledge of Salesforce and attention to detail is essential. Join Sectigo to be a part of an innovative team and help manage digital trust effectively.

Qualifications

• Minimum of 2+ years of experience in billing operations or refund processing.
• Demonstrated experience in a case management and SLA-driven environment.
• Ability to manage customer orders, cancellations, and refunds.

Responsibilities

• Review and validate refund requests submitted by customers.
• Process refunds accurately in alignment with policies.
• Maintain accurate Salesforce case notes and compliance documentation.

Skills

Customer support operations

Documentation discipline

Attention to detail

Education

Bachelor’s degree or equivalent practical experience

Tools

Salesforce

Order Management System

Job description

Overview

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.

Note: This is a full-time in-office position with potential flexibility as needed. Please refer to the posting for any updates to work arrangement requirements.

This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.

Responsibilities, core functions and expectations

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.