Lead, Customer Experience (APAC)

The opportunity
We are looking for a Lead, Customer Experience to oversee the APAC customer experience team, spanning over three countries: Korea, Japan, and Singapore. We have the mission of assisting users worldwide with non-technical support questions related to both Engine subscriptions and the Unity Cloud product suite. You must posess effective planning for challenging situations, strong problem-solving skills, and building trust and good relationships are essential for carrying out every assigned task.

To succeed on this role, you should be able to achieve the KPIs for productivity and Customer Satisfaction. Contributing towards the knowledge centered service (KCS) culture and contribute towards customer's success as well.

What you'll be doing

• Proactive and lead any initiative that can massively contribute to the success of the team/organization and company.
• Ensure there’s prioritization on ticket handling based on user tiers, urgency, and complexity.
• Provide guidance and support to the whole Customer Experience Engine+ team.
• Take ownership of complex escalation issues that ICs may face or when there’s a second voice needed.
• Analyze customer feedback, identify patterns/trends, and recommend improvements to internal processes and products.

What we're looking for

• Experience and track record in management/leadership roles.
• Experience in participation of projects with high impact or high risk of failure.
• Collaboration with cross-functional teams.
• Fluency in English and Korean and deep understanding of cultural local knowledge across APAC countries.
• Results orientation and KPI driven.

You might also have

• Unity Engine knowledge
• Sales experience
• Technical product knowledge (version control, multiplayer, etc.)
• Project management
• Fluency in Japanese or Mandarin

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.

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