Lead Customer Care and Retention

Job Description Lead - Customer Care and Retention Are you our TYPE Monotype Global Named One of the Most Innovative Companies in Design by Fast Company, Monotype brings brands to life through type and technology that consumers engage with every day. The company's rich legacy includes a library that can be traced back hundreds of years, featuring famed typefaces like Helvetica, Futura, Times New Roman and more. Monotype also provides a first-of-its-kind service that makes fonts more accessible for creative professionals to discover, license, and use in our increasingly digital world. We work with the biggest global brands, and with individual creatives, offering a wide set of solutions that make it easier for them to do what they do best: design beautiful brand experiences. Monotype Solutions India Monotype Solutions India is a strategic center of excellence for Monotype and is a certified Great Place to Work three years in a row. The focus of this fast-growing center spans Product Development, Product Management, Experience Design, User Research, Market Intelligence, Research in areas of Artificial Intelligence and Machine learning, Innovation, Customer Success, Enterprise Business Solutions, and Sales. Headquartered in the Boston area of the United States and with offices across 4 continents, Monotype is the world's leading company in fonts. It's a trusted partner to the world's top brands and was named One of the Most Innovative Companies in Design by Fast Company. Monotype brings brands to life through the type and technology that consumers engage with every day. The company's rich legacy includes a library that can be traced back hundreds of years, featuring famed typefaces like Helvetica, Futura, Times New Roman, and more. Monotype also provides a first-of-its-kind service that makes fonts more accessible for creative professionals to discover, license, and use in our increasingly digital world. You will be responding and assisting in all aspects of customer needs, such as finding, purchasing, downloading, installing, and implementing products, plus order correction or modification. What You'll Be Doing - Resolve purchase and billing issues. Credit card, PayPal, or invoice may make purchases. - Work with corporate customers in establishing invoice accounts, processing purchase orders, and invoicing. - Technical responsibilities and duties such as creating and maintaining technical processes and procedures, handling advanced installations and troubleshooting issues. May also research and analyze new software application releases to determine potential software related issues. - Leverage, and in some cases customize, standard responses created by our English speakers. Escalate to native speaker when significant customization is required. Identify gaps in standard responses. - Managing team in different time zones/rotational shifts - Communicate with the various internal/global team regarding common customer questions. Work with other departments to maintain product integrity. Escalate support and feature enhancement requests as needed. What We're Looking For - 5-9 years customer relations experience required. Previous experience working with customers via email, telephone, chat required. Additional experience with team management. Leadership. - Working knowledge of Windows and Mac. Basic knowledge of Windows and Mac text applications. - Working knowledge of HTML, CSS, and web technologies. - Working knowledge of MySQL, MongoDB, SAML and Single Sign On concepts etc. - Working knowledge of Sales force or any other CRM. - Excellent written and verbal communication skills (English). - Willing to work in Australia, UK, US and India shift on permanent/rotational basis and on weekend/holidays. - Monotype is expanding globally. Proficiency in one or more of the following languages is desirable (not mandatory) for this role: German, Japanese, French, Spanish. What's In It For You - Hybrid work arrangements and competitive paid time off programs. - Comprehensive medical insurance coverage to meet all your healthcare needs. - Competitive compensation with corporate bonus program & uncapped commission for quota carrying Sales. - A creative, innovative, and global working environment in the creative and software technology industry. - Highly engaged Events Committee to keep work enjoyable. - Reward & Recognition Programs (including President's Club for all functions). - Professional onboarding program, including robust targeted training for Sales function. - Development and advancement opportunities (high internal mobility across organization). - Retirement planning options to save for your future, and so much more Monotype is an Equal Opportunities Employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.