Customer Support Specialist (CSS)

The opportunity

You’ll work with established processes, templates, and workflows, under close guidance from your manager and more senior colleagues. Your work will directly support customer satisfaction, help us meet our service level commitments, and contribute to the continuous improvement of our support resources.

What you'll be doing

• Responding promptly, clearly, and empathetically to routine non‑technical support tickets and inquiries from SMB customers, ensuring a high standard of quality and customer satisfaction.
• Using our support tools (e.g., Salesforce) to track, update, and close cases, following defined workflows and meeting SLA targets.
• Escalating complex or sensitive cases to senior team members or specialist teams when they fall outside of defined scope or approved solutions.
• Creating and updating basic knowledge base articles and self‑service resources for common issues, using existing templates and guidelines to ensure clarity and consistency.
• Providing introductory information and guidance to prospective and new customers, supporting a smooth onboarding experience.
• Collaborating with internal teams - including Finance, Marketing, Sales, and others - on straightforward issues and relaying accurate customer information to support effective resolutions.
• Maintaining accurate, detailed records of customer interactions, issues, and resolutions within our support systems.
• Staying up‑to‑date with product updates, new features, and best practices, and sharing relevant insights in team meetings.
• Contributing to process improvement efforts by flagging recurring issues, sharing customer trends, and suggesting documentation updates or refinements to existing workflows.

What we're looking for

• Previous experience in customer support or customer‑facing roles, ideally within a SaaS, online platform, or other fast‑paced environment.
• Demonstrated ability to handle high‑volume, routine queries while maintaining quality and empathy.
• Experience creating or maintaining help documentation or knowledge base content is a plus.
• Excellent written and verbal English communication skills, with the ability to explain topics in a clear, approachable, and professional manner.
• Strong interpersonal skills and a genuine customer‑service mindset, with a focus on empathy, clarity, and follow‑through.
• Solid problem‑solving skills and attention to detail, with the judgment to know when to follow existing solutions and when to escalate.
• Ability to work both independently within defined processes and collaboratively with teammates and other departments.
• Eagerness to learn, adapt, and follow best practices in a dynamic, evolving environment.
• Ability to adapt quickly and professionally to frequent changes in priorities, daily focus, and communication, maintaining a positive, solution‑oriented mindset.

You might also have

• Experience with Salesforce or similar ticketing/support platforms.
• Familiarity with the Ad Tech industry and related products.
• Additional language skills beyond English.

Additional information

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

Benefits

Please note: Benefits eligibility, specific offerings, and coverage vary based on the country and employment status.

While specific benefits vary, here are some of the ways we strive to take care of our eligible team members globally: Comprehensive health, life, and disability insurance | Commute subsidy | Employee stock ownership | Competitive retirement/pension plans | Generous vacation and personal days | Support for new parents through leave and family-care programs | Office food snacks | Mental Health and Wellbeing programs and support | Employee Resource Groups | Global Employee Assistance Program | Training and development programs | Volunteering and donation matching program

Life at Unity

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 you have a disability that means 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.

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