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.