Retention & Refunds Analyst

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Retention & Refunds AnalystFull-timeDepartment: Tech SupportWork Type: In-OfficeCompany DescriptionSectigo 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 DescriptionWe 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 HandlingReview 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 ManagementUse 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 ExecutionUse 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 ReadinessMaintain accurate and complete...