Job Description

Company 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 - 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 Shift Lead, Validation to join our growing global team at Sectigo.
The Shift Lead, Validation is responsible for overseeing daily validation operations while also actively performing validation tasks. This individual provides guidance, training, and mentorship to validation agents. They ensure efficiency in processing, compliance adherence, and customer satisfaction. The role requires a balance of leadership, technical expertise, and hands-on validation work.
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:
Team Leadership

• Provide guidance and support to validation agents to ensure smooth daily operations.
• Perform validation tasks, including processing orders, cases, and handling validation-related inquiries.
• Assist in training and coaching agents on proper validation processes.
• Monitor team performance, provide feedback, and support continuous improvement initiatives.
• Help manage workflow and prioritize tasks to meet issuance time goals.

Customer Success Management

• Monitor dynamic validation queues and help allocate resources efficiently.
• Investigate customer issues, troubleshoot problems, and ensure timely resolutions.
• Communicate with customers to provide updates, gather feedback, and address concerns professionally.

Compliance

• Ensure that validation processes follow compliance and industry standards.
• Assist in reviewing cases and reporting potential mis-issued certificates.
• Stay updated on validation policies, industry changes, and compliance requirements.

Expertise

• Maintain knowledge of products, services, and validation policies.
• Assist agents in resolving complex validation issues.
• Identify areas for process improvements and efficiency enhancements.
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

Qualifications
Education:

• Bachelor's degree or equivalent work experience is strongly preferred.

Experience:

• Minimum of 3+ years of experience in customer-centric roles within the software industry.
• Minimum of 1+ years of experience in leadership, team lead, or mentoring capacity.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

• Strong problem-solving skills and ability to work independently.
• Excellent verbal and written communication skills.
• Ability to use customer support tools and CRM systems effectively.
• Ability to work independently and collaboratively in a global team distributed environment.
• Excellent team management skills with the ability to inspire, motivate, and develop a high-performing team.

Additional Information
All your information will be kept confidential according to EEO guidelines.
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. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work - and our team members - reflect the positive outcomes we deliver to our customers every day.

Skills Required