Customer Experience Advisor

The opportunity
The Customer Experience Team is the first point of contact for most Unity users who need help and guidance. As a Customer Experience team member, you will be key in supporting our global users by answering tickets, live chats, and creating self-service articles focusing on Unity accounts, core product subscriptions (Personal, Pro, Student/Education, Cloud products), and license activations.

As a member of the team, you will be responsible for answering non-technical requests through a ticketing system, alongside article creation for our Self Serve offering. This requires the need for conflict resolution, soft skills, and enhanced problem-solving capabilities.

As well as supporting customers in an empathetic manner, we also work with Unity’s internal teams including Sales, System Developers, and Marketing, to resolve issues as they arise.

Training in our service processes will be provided at the start of this permanent position. We will also invest in training to support your professional growth throughout your employment.

What you'll be doing

• Provide empathetic, non-technical email support for customers, prioritizing paid license holders while also handling free-tier queries.
• Respond to incoming requests within set service-level agreements (e.g., 24, 72 hours ) and follow up on negatively rated tickets.
• Maintain a comprehensive knowledge base using KCS (Knowledge-Centered Service) principles, creating and updating articles as needed.
• Escalate complex requests (sales quotes, licensing, product questions, technical issues) to the appropriate teams and share user insights globally.
• Balance productivity goals (e.g., KPIs on customer satisfaction and ticket volume) with consistent, high-quality service.

What we're looking for

• Previous customer support or helpdesk experience, showing strong empathy and problem-solving abilities.
• Excellent written communication skills in English and a readiness to adapt responses to meet customers’ needs.
• Familiarity with ticketing systems and handling service-level agreements (SLAs) for response times.
• Ability to learn and apply Knowledge-Centered Service (KCS) principles for maintaining a dynamic knowledge base.
• Comfortable collaborating across different teams to escalate complex issues and share user feedback.

Additional information

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

Life at Unity
Unity [NYSE: U] is the leading platform to create and grow games and interactive experiences. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.

As of the third quarter of 2024, more than 70% of the top 1,000 mobile games were made with Unity, and in 2024, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit Unity.

Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

Your privacy is important to us. Please take a moment to review our Prospect Privacy Policy and Applicant Privacy Policy. Should you have any concerns about your privacy, please contact us at DPO@unity.com.

#MID