Monotype—Business Support Specialist I

Job description

Description: Business Support Specialist I Are you our “TYPE”? Brands constantly seek to achieve deeper appeal and connection with their target audience and customers. They express themselves in unique ways, in ways that are meaningful, attractive, and compelling to their audience. Fonts play a key role in this and are central to every brand’s visual identity and expression. 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 for 2018” 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, Neue Frutiger, Gotham, 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 is a strategic center of excellence for Monotype and is a certified Great Place to Work® three years in a row. The India center is the largest headcount location of Monotype. It is based in NOIDA, Sector 125 (Delhi/NCR). 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. We are seeking a Business Support Specialist I to join the Royalty Operations team. This is an entry point into Royalty Operations, giving you hands-on exposure to vendor support, royalty systems, and data, while building the foundation for growth within the team. Role summary The Business Support Specialist I acts as a bridge between vendors, our internal CCR team (first-line support), Royalty Operations, Business Systems, and the Foundry team. The role picks up vendor and Foundry-related queries that go beyond CCR’s first-line scope, builds a working understanding of royalty systems and data flows, and helps ensure royalty tools and processes operate reliably for both internal users and external partners. What you’ll be doing Vendor & partner support - Serve as the escalation point for vendor and Foundry-related queries that go beyond the scope of the internal CCR (first-line) team. - Research and resolve vendor questions related to royalty statements, calculations, usage/sales data, timing issues, and system access or data anomalies. - Collaborate with the Foundry team to clarify contract terms and commercial context behind vendor questions, and align on messaging and responses. - Document recurring vendor issues and feed them into process, training, or system improvements. Systems & data support - Build and apply an understanding of the end-to-end flow of data and transactions through royalty-related systems and tools. - Monitor critical jobs, interfaces, and data flows that impact vendor-facing reporting and statements. - Investigate issues where system behavior or data quality is impacting vendor experience or internal processing. - Log and track issues in Jira, providing clear business context, impact, and status. Coordination with Business Systems - Partner with Business Systems / IT to define and clarify requirements for fixes and enhancements triggered by vendor issues. - Participate in testing and validation of changes that affect vendor-facing functionality, data, or reporting. - Provide feedback on system usability, support workflows, and training needs based on real vendor cases. Close responsibilities - Perform pre-close and close-critical checks on data and system runs that have downstream impact on vendor statements and reporting. - Support triage and resolution of system/data incidents during close that may delay vendor outputs. - Document incidents and their impact in Jira and OneNote for inclusion in close retrospectives and improvement planning. Help desk & knowledge management - Own and monitor the team’s help desk / ticket queue, ensuring incoming vendor and internal questions are triaged and addressed in a timely manner. - Build and maintain a knowledge base covering common L1 and L2 questions, so recurring issues can be resolved faster and more consistently across the team. - Work cross-functionally with the CCR and Foundry teams to research and align on answers to L2 questions before they go back to vendors. Scope & impact - Acts as the first point of escalation above CCR for vendor and Foundry-related royalty issues. - Helps ensure a stable, predictable vendor experience, particularly around close cycles. - Delivers foundational-level solutions independently, escalating complex or systemic issues to the Manager, Royalty Operations or to Business Systems. What we’re looking for - Bachelor’s degree in Business Administration, Accounting, Finance, Information Systems, or a related field; equivalent practical experience will be considered in lieu of a degree. - Entry-level role, typically 0–2 years of experience in a customer support, help desk, business operations, or shared-services environment. - Prior exposure to ticketing/helpdesk systems (e.g., Jira, ServiceNow, Zendesk) or knowledge base tools is a plus, but not required. - Strong interest in, or working understanding of, system and data flows, particularly those affecting vendor-facing outputs. - Ability to dig into issues, trace root causes, and communicate findings clearly. - Strong customer-support mindset, with clear, professional written communication. - Familiarity with Jira, ticket handling, and incident tracking is a plus. - Comfortable working across teams (CCR, Foundry, Business Systems) to resolve issues. - Highly organized, adaptable, and comfortable juggling multiple priorities in a fast-moving environment. Key interactions Internal: - Royalty Operations team (Manager, Sr. Royalty Accountant, Royalty Associate) - CCR (first-line support) team - Foundry team - Business Systems / IT External: - Vendors and Foundry partners (via escalations and coordinated responses) 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. #LI-DNI