Customer Service Representative

The opportunity

The Customer Experience Team are the first point of contact for most Unity users who need help and guidance. As a Customer Experience Advisor, 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, Plus, Pro, and student/Education), and license activations.

As a member of the team, you will be responsible for answering non-technical requests and live chats, 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.

Our team places importance on kindness, inclusion, and harmony as our central values.

What you'll be doing

• Answer user questions with clarity and empathy through email.
• Create and maintain knowledge-based articles.
• Collaborate with internal stakeholders for product improvement based on customer feedback.

What we're looking for

• Experience in Customer Service or in a customer-facing role where understanding customers’ needs was key
• Excellent written and spoken English
• A love of learning, as we work in a fast-paced environment with lots of changes

You might also have

• Experience with different software eg. Email, Live Chat, and/or Ticketing systems e.g. Zendesk

Additional information

• Relocation support is not available for this position.
• International 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 world's leading platform of tools for creators to build and grow real-time games, apps, and experiences across multiple platforms. 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 fourth quarter of 2023, more than 69% of the top 1,000 mobile games are made with Unity as derived from a blended number of the top 1,000 games in the Google Play Store and iOS App Store. In 2023, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit www.unity.com.

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 and Applicant Privacy Policies. Should you have any concerns about your privacy, please contact us at DPO@unity.com .

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