Customer Experience Advisor

3 Months ago • All levels • Customer Service

Job Summary

Job Description

As a Customer Experience Advisor at Unity, you will be the initial point of contact for users seeking assistance with Unity accounts, product subscriptions, and license activations. Your responsibilities include addressing non-technical inquiries via a ticketing system and creating self-service articles. You will need to resolve conflicts, apply soft skills, and have advanced problem-solving capabilities. You'll also collaborate with internal teams to resolve issues. Training will be provided, and the role emphasizes supporting customers with empathy. Maintaining a comprehensive knowledge base using KCS principles, creating and updating articles as needed. Handle requests within specific service-level agreements and provide insights from users globally. Work to reach productivity goals, such as customer satisfaction and ticket volume.
Must have:
  • Previous customer support or helpdesk experience
  • Excellent written communication skills in English and Korean
  • Familiarity with ticketing systems and SLAs
  • Ability to learn and apply KCS principles
  • Comfortable collaborating across teams

Job Details

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 position. We are deeply commited 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 Korean with 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 an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, disability, gender, or any other protected status in accordance with applicable law. 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 and Applicant Privacy Policies. Should you have any concerns about your privacy, please contact us at DPO@unity.com.

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