Customer Success Specialist

Company Snapshot

Founded in 1999, Linden Lab develops platforms that empower people to create, share, and thrive within virtual experiences. 

In 2003, Linden Lab first launched Second Life, the groundbreaking virtual world enjoyed by millions around the globe, which has since gone on to boast nearly two billion user creations and a vibrant $500 million (USD) economy. 

Lindens value a workplace that’s as diverse as our products. As we continue to grow, we remain dedicated to building a company that is rooted in organizational health, strengths-based leadership, and the belief that teams are stronger than individuals.

If you want access to the forefront of virtual words and payment platforms that support the creator economy, this is the place for you. We’ve created space for everyone to find belonging and invite you to come as you are.

Role Overview

Our Customer Success Specialists are vital members of the front-line team, dedicated to ensuring that Second Life customers achieve maximum value from the platform through personalized, proactive support and success guidance. You will help customers resolve technical issues while also delivering a high-touch, personalized experience. In this role, working from our Duluth, GA office is essential to your success, as it allows you to collaborate directly with internal teams - Engineering, Product, and Marketing - to advocate for customer needs and drive product and feature improvements based on direct customer feedback. Remote work options are not available and this role may require weekend availability at a future point.

This is an individual contributor position reporting to the Supervisor of Customer Success. Your primary responsibility is to deliver exceptional support to Second Life’s highest-value customers, such as Concierge and Premium Plus members. Using a variety of communication channels (phone, live chat, ticketed support), the Specialist will leverage in-depth technical knowledge, excellent communication skills, and a strong understanding of the platform’s evolving features to solve customer concerns swiftly and effectively. Your goal is not only to resolve issues but to foster long-term success and engagement for all our valued customers.

What We’ll Offer You

The stability of an established company with new startup momentum. An unparalleled opportunity to create  relationships, systems, strategy and culture. An environment where your voice will be heard and your impact deeply felt. A sense of belonging where your work is appreciated and rewarded. 

What You’ll Impact

• Proactively identify and resolve potential issues by reviewing customer activity and feedback.
• Lead and collaborate in in-office huddles with specialized teams to resolve complex or technical issues that require higher-level support or development assistance.
• Facilitate hands-on training and development sessions in-office to enhance your skills, encourage idea exchange, and share best practices with colleagues, contributing to the team’s overall customer support quality.
• Lead whiteboarding sessions to visually map out issues and solutions and capture outcomes, effectively driving problem resolution and enhancing team understanding during meetings.
• Utilize AI assistive technologies to support customer needs and escalations.
• Build strong relationships with customers through personalized support and advice, engaging across platforms (in-world, Discord, forums, social media).
• Encourage customers to explore new features, events, and experiences in Second Life to deepen their engagement with the platform.

What You’ll Bring to the Team

At Linden, we celebrate all the dimensions of diversity, including diversity of experience. We recognize that candidates applying for this role will be most successful if they bring the following with them:

• 6 months of experience in a Customer Success or Customer Support role, ideally in a virtual platform or tech environment.  Experience in the gaming industry is a plus.
• Demonstrate a service mindset and passion for Customer Service with a clear understanding of the value of in-person collaboration to enhance team development and customer outcomes.
• Showcase exceptional verbal communication skills, ensuring clarity and impact in real-time interactions, presentations, and meetings.
• Multitask under pressure while communicating effectively to multiple individuals simultaneously, across various platforms and communication tools.
• Exhibit patience and willingness to take the time to understand the unique needs of our customers and provide effective solutions.
• Maintain flexibility to work weekends, evenings, holidays and non-traditional hours.
• Demonstrate curiosity for experimenting with and learning more about AI and how it can be effectively applied at Linden Lab.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable in-office accommodations may be made to enable individuals with disabilities. 

• Maintain the ability to perform focused work in a busy, in-office setting without distraction. 
• Communicate clearly and effectively with customers and team members using hands and fingers for typing and using a headset.
• Sustain the ability to sit, stand, or remain in a stationary position for extended periods of time (up to four hours at a time) during support tasks, calls, meetings, or data review sessions, with adjustable workstations and ergonomic support tools provided.
• Maintain prolonged focus on a computer monitor for extended periods of time, often for up to 8 hours or more during a standard workday, while performing tasks that require visual concentration and attention to detail.
• Operate office equipment and handle physical materials during presentations or strategy discussions.
• Move freely around the office to attend meetings, collaborate, participate in team activities, and contribute to shared office upkeep.

The Fine Print

Work Environment & Physical Demands

We take great care to ensure an inclusive experience for all of our employees. You may be offered the opportunity to travel to company meetings and events, however this is not a requirement. We aim to optimize for remote attendance, not just accommodate it.

The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use the computer and communicate with coworkers in a remote office environment. The employee frequently is required to stand or sit to complete work and may occasionally lift and/or move up to 10 pounds.  

The statements herein are intended to describe the general nature and level of work being performed by employees in this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Commitment to Equal Opportunity

The Company celebrates diversity of thought, race, national origin and culture, age, experience, religion, economic and social status, gender identity and expression, sexual orientation, marital status, veteran status or disability status. Building a culture of inclusion  and belonging allows us to create and share experiences with each other, and with our virtual communities. We always seek to maintain a diverse and welcoming workplace, and candidates from all backgrounds are encouraged to apply.

Global Data Privacy NoticeDepending on your location, the California Privacy Rights Act (CPRA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.