Lead Customer Care and Retention

In the role of Lead - Customer Care and Retention at Monotype Global, you will be responsible for responding to and assisting customers in all aspects of their needs, including finding, purchasing, downloading, installing, and implementing products, as well as order correction or modification. **Key Responsibilities:** - Work with corporate customers to establish invoice accounts, process purchase orders, and handle invoicing. - Manage technical responsibilities such as creating and maintaining technical processes and procedures, handling advanced installations, and troubleshooting issues. - Research and analyze new software application releases to identify potential software-related issues. - Utilize and customize standard responses created by English speakers, escalating to native speakers when necessary, and identifying gaps in standard responses. - Manage a team across different time zones and rotational shifts. - Communicate with various internal and global teams regarding common customer questions, collaborating with other departments to maintain product integrity, and escalating support and feature enhancement requests as needed. **Qualifications Required:** - 5-9 years of customer relations experience, with previous experience working with customers via email, telephone, and chat, along with team management and leadership skills. - Working knowledge of Windows and Mac, basic knowledge of Windows and Mac text applications, HTML, CSS, web technologies, MySQL, MongoDB, SAML, Single Sign-On concepts, and Salesforce or any other CRM. - Excellent written and verbal communication skills in English. - Willingness to work in Australia, UK, US, and India shifts on a permanent or rotational basis, including weekends and holidays. - Proficiency in one or more of the following languages (German, Japanese, French, Spanish) is desirable but not mandatory. Monotype Solutions India, where this role is based, is a strategic center of excellence for Monotype, certified as a Great Place to Work for three consecutive years. The company is a trusted partner to the world's top brands and is known for bringing brands to life through type and technology. As part of the Monotype team, you can expect hybrid work arrangements, competitive paid time off programs, comprehensive medical insurance coverage, competitive compensation with corporate bonus programs, and uncapped commission for quota-carrying Sales roles. You will also enjoy a creative, innovative, and global working environment, highly engaged Events Committee, reward and recognition programs, professional onboarding program, development and advancement opportunities, retirement planning options, and more.,