IP Translation and Filing Client Care Specialist

IP Translation and Filing Client Care Specialist

Sun IP is a global leader in patent translation, foreign filing, and annuity solutions, helping intellectual property professionals protect innovation worldwide. We are looking for a motivated, process-focused, IP-knowledgeable Client Care Specialist to join our Filings and Translations department — a collaborative team dedicated to delivering exceptional service to a sophisticated global clientele.

Success in this role demands genuine IP knowledge and a meticulous eye for detail. You will be working across a high volume of concurrent matters, each with its own instructions, deadlines, and data requirements — so the ability to prioritize accurately and act before things escalate is essential. You will take a proactive approach to every interaction: anticipating what a client needs, ensuring records are complete and correct, and entering data with the precision that IP demands. This is not a reactive role. It is one where staying ahead of the work, asking the right questions early, and keeping every case moving is what defines a great day.

This is a role for someone who thrives in a fast-paced, deadline-driven environment and takes genuine satisfaction in getting the details right. You will manage multiple matters simultaneously across a diverse client base, bringing IP expertise, sharp judgment, and a client-first mindset to everything you do.

Main Responsibilities Serve as the primary point of contact for a portfolio of global IP clients, handling enquiries with professionalism, accuracy, and a proactive approach to resolution. Process patent translation requests in connection with international filings, ensuring all instructions are interpreted correctly and actioned without delay. Manage client correspondence across high-volume shared inboxes, triaging and prioritizing matters according to urgency and deadline sensitivity. Enter and maintain accurate data within our workflow management platform, upholding data integrity at every stage. Follow up with clients on outstanding filing requirements, documentation, and approaching deadlines — anticipating gaps before they become issues. Analyze complex filing instructions and translate them into clear, actionable tasks for internal teams, removing ambiguity and keeping matters on track. Collaborate cross-functionally with Project Management, Accounting, Sales, and other departments to coordinate client deliverables and resolve escalations. Identify and resolve inconsistencies or errors in client instructions, escalating where necessary and always keeping the client informed. Produce and manipulate reports in Microsoft Excel to support internal tracking, client updates, and workflow oversight. Contribute to a culture of continuous improvement by sharing process insights and supporting broader team and company objectives. Manage proactive client contact, ensuring clients are kept informed at every stage of their matters and no update is left outstanding. Act as primary contact for client profile management, maintaining accurate account records, preferences, and filing instructions across all platforms. Lead client onboarding, guiding new clients through Sun IP’s processes, systems, and service offering to ensure a confident and informed start. Deliver virtual training sessions for clients, equipping them with the knowledge to work effectively with our team and tools.

Required Experience Prior experience in the patent filing industry; experience as a patent filing paralegal is strongly preferred. Demonstrable experience processing patent translation requests in connection with international patent filings. Hands-on experience with docketing systems or similar workflow management platforms. Experience managing client-facing communication around filing requirements, deadlines, and documentation. Strong verbal and written communication skills - you can explain things clearly and confidently, whether in email, one-to-one call, or group meeting.

Skills & Competencies -IP Knowledge & Process Orientation Solid, working understanding of the patent filing lifecycle, related documentation requirements, and the implications of missed deadlines. Ability to parse and act on complex filing instructions quickly and accurately, translating technical requirements into clear, step-by-step tasks. A process-first mindset: you follow established workflows, flag deviations, and continuously look for ways to improve efficiency without sacrificing quality.

-Client Focus & Communication Genuine commitment to client service — you take ownership of queries, communicate proactively, and never let a matter fall through the cracks. Professional written and verbal communication skills, including polished client-facing email correspondence and confident participation in meetings. Calm and composed under pressure, with the ability to manage urgent, time-sensitive matters without compromising accuracy or client experience.

-Organization & Problem Solving Exceptional attention to detail: you spot errors, inconsistencies, and omissions that others miss, and you act on them decisively. Strong organizational and prioritization skills, with a proven ability to manage a high volume of concurrent matters across varying deadlines. Confident problem-solver who identifies root causes, considers options, and implements solutions - escalating only where genuinely necessary. Ability to manage high-volume shared inboxes effectively, ensuring timely, organized, and consistent responses.

-Technical Proficiency Accurate and efficient data entry. Proficiency across multiple software platforms and case management systems; comfortable onboarding to new tools quickly. Proficiency in Microsoft Excel, including creating, manipulating, and interpreting reports. Team-oriented and collaborative, with a genuine commitment to supporting colleagues and shared outcomes.