About Refundid

Born and headquartered in Sydney, Refundid is an Aussie-founded start-up on a mission to create complete customer confidence. We make returns instant and effortless, turning previous pain points into moments of loyalty that keep shoppers coming back and retailers growing.

Proudly VC-backed by Salesforce Ventures, Cota Capital and Touch Ventures, we're gearing up for the next stage of growth across Australia, New Zealand and North America.

About the Role

Join Refundid's Product and Commercial team and become one of the people who truly understands how our business works, and the person our retailers rely on when they need help.

In this role you'll sit at the intersection of Product, Sales, Customer Success and Engineering. You'll work alongside our executive leadership team and product leaders, and directly with some of the region's leading retailers, to get them live on Refundid, keep them running smoothly and make sure every experience meets the standard our customers expect.

This is a product-heavy, customer-facing role. You'll build a deep understanding of how Refundid works end to end: our returns and refunds products, retailer integrations and operational workflows. You'll use that knowledge to onboard new merchants, configure and validate their setups, and support them once they're live. When a brand has a technical issue, you'll be the one working directly with them to investigate, reproduce and resolve it, bringing engineering in when needed.

You'll manage many stakeholders at once, including sales, customer success and engineering, as well as the merchants themselves. Merchants expect fast, clear answers, so you'll need to move quickly, communicate confidently and own problems through to resolution.

This role is ideal for someone who is naturally curious, loves understanding how complex systems work, enjoys working with people as much as with products,



and wants a front-row seat to how a high-growth fintech scales.

In your first 6–12 months you will

- Become an expert in Refundid's products, retailer integrations and operational workflows.
- Onboard new merchants, validating their configurations, integrations and customer journeys before go-live.
- Act as the first point of contact for merchants with technical issues, investigating, reproducing and resolving them quickly.
- Partner with Sales and Customer Success to support merchants through the full lifecycle, from pre-sale questions to ongoing success.
- Work closely with Engineering to escalate, prioritise and close out product issues.
- Test new features and releases from a merchant's perspective, ensuring they work as expected before they reach customers.
- Document product behaviour, merchant setups, edge cases and operational processes.

Key Responsibilities

- Onboard new merchants onto Refundid, including configuration, integration setup and go-live validation.
- Provide responsive, hands-on technical support to brands and merchants, owning issues through to resolution.
- Investigate and reproduce product and integration issues, and communicate findings clearly to merchants and engineering.
- Act as the bridge between merchants and internal teams, managing expectations and keeping stakeholders informed.
- Test recent features, bug fixes and releases to ensure quality before they reach merchants.
- Build and maintain documentation, playbooks and release checklists for onboarding, support and testing.




- Feed merchant insights back into Product to improve the platform and the merchant experience.
- Leverage AI tools to work faster across investigation, documentation and support.

Minimum Qualifications

- Recent or final-year university graduate.
- Strong academic performance.
- Excellent written and verbal communication skills, with the confidence to work directly with external stakeholders.
- Strong attention to detail and a structured approach to problem solving.
- Ability to juggle multiple priorities and stakeholders while responding quickly.
- Demonstrated curiosity and a desire to understand how products and businesses operate.

Nice to Have

- Experience in customer success, customer support, onboarding, implementation, operations, consulting or technology internships.
- Familiarity with SQL, APIs, ecommerce platforms (e.g. Shopify) or basic software development concepts.
- Experience using AI tools to improve productivity.
- Interest in fintech, ecommerce or SaaS businesses.
- Experience investigating problems and communicating findings clearly to non-technical audiences.

What Success Looks Like

Within your first year;

- You own merchant onboarding and technical support end to end.
- Merchants trust you as their go-to contact and get fast, clear answers from you.
- Sales, Customer Success and Engineering rely on you to bridge the gap between merchants and product.
- You understand Refundid's products, retailer workflows and integrations in depth.
- You can independently investigate and resolve most merchant and product issues.
- You've become one of the company's go-to experts on how Refundid works.

Perks

- Office in Martin Place, Sydney.
- Hybrid working structure.
- Five Work-From-Anywhere days each year where you can work in any time zone.
- Team lunches.
- Fast-track career progression opportunities.
- Generous maternity and paternity leave program.

📌 Graduate Product Analyst (Sydney)
🏢 Refundid
📍 Sydney