Customer Success Specialist

Job Description

Job Description

Our Story and Purpose

Linden Lab develops platforms that empower people to create, connect, and thrive through transformative virtual experiences. Since our founding in 1999, we've been at the forefront of the creator economy, building platforms that inspire limitless imagination and innovation.

In 2003, we revolutionized the virtual world with the launch of Second Life —a vibrant, user-driven community where creativity knows no bounds. With over two billion user creations and a flourishing $500 million economy, Second Life continues to be a global hub for collaboration, self-expression, and entrepreneurship.

We believe our strength lies in diversity—of perspectives, experiences, and ideas. Our values are rooted in organizational health, strengths-based leadership, and the belief that collaborative teams are stronger than individuals.

At Linden Lab, you'll be at the cutting edge of virtual worlds, shaping the future of immersive experiences. Whether you're building innovative tools or fostering a welcoming community, you'll find a place to belong, thrive, and be unapologetically yourself. We invite you to come as you are.

Your Mission

This is an individual contributor position reporting to the Senior Manager, Product Operations. This is currently a remote position. You will work from your home office and collaborate virtually with customers, teammates, and cross-functional partners. Work location expectations and remote work arrangements are subject to change based on business needs.

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.

Location Requirement

This role is approved for employment only in Georgia, Texas, and Florida. You must reside in one of these states at the time of hire. Because this role is approved only for employment in Georgia, Texas, and Florida, a future relocation outside of an approved employment state may affect your eligibility to continue in the role.

How You'll Grow With Us

At the Lab, you'll experience the best of both worlds: the stability of an established company with over 20 years of expertise and the dynamic momentum of a startup driven by continuous progress. You'll have the unparalleled opportunity to forge meaningful relationships, design impactful systems, and craft strategies that shape the future of virtual experiences.

The Impact You'll Drive

• Proactively identify and resolve potential issues by reviewing customer activity and feedback.
• Develop and lead virtual 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.
• Leverage backend tools to diagnose and resolve issues related to Region performance, customer interactions, and system functionality.
• Maintain a high level of customer satisfaction and a score of at least 4.
• Handle 50+ customer interactions per day consistently.
• Quickly shift tasks to assist team members during surges in customer inquiries or technical issues.
• Analyze support interactions and feedback to improve support processes and enhance team efficiency.
• Stay up-to-date with and use Second Life's latest features, releases, and community standards.
• Resolve customer complaints and issues diplomatically via email, chat, and in-world channels, while providing clear, empathetic, and concise responses and maintaining a positive relationship with the customer.
• Leverage experience using customer relationship management (CRM) systems and support platforms to track, manage, and resolve customer inquiries.
• Exemplify self-initiative and a strong sense of responsibility.
• Display a well-developed sense of humor, resilience, and a positive outlook.

How You'll Shape Our Future
At Linden, we celebrate all the dimensions of diversity, including diversity of experience. We recognize that you will be most successful in this role if you bring the following with you:

• Extensive experience as a Second Life resident and advanced knowledge of the platform, particularly in areas related to land management (both region and parcel-level settings), land products, and the virtual economy, including LindeX currency exchange operations.
• At least six months of experience in a Customer Success or Customer Support role, ideally within a virtual platform, gaming, or technology environment. Experience in the gaming industry is a plus.
• A service-oriented mindset and passion for customer support, along with an appreciation for the value of remote collaboration in driving team effectiveness and customer outcomes.
• Exceptional verbal communication skills, with the ability to communicate clearly and effectively during real-time interactions, presentations, and meetings.
• The ability to multitask under pressure while communicating effectively with multiple individuals simultaneously across various platforms and communication tools.
• Patience, empathy, and a commitment to understanding each customer's unique needs and delivering effective solutions.
• Curiosity about AI technologies and an interest in learning how they can be applied effectively at Linden Lab.
• Flexibility to work weekends, evenings, holidays, and other non-traditional schedules as business needs require.

The Fine Print

Pay Transparency Notice

At Linden Lab, our Total Rewards philosophy is rooted in fairness, equity, and an unbiased approach to compensation, paired with competitive benefits across all locations where we operate.

For this role, the hourly pay range is $19.47 to $26.44, with a starting rate of $19.88 per hour for new hires.

In addition to base pay, this role is eligible for awards under our Equity Incentive Plan (EIP) and a generous benefits package that includes comprehensive medical, dental, vision, and 401(k) plans. Our talent partners will provide more details during the hiring process.

Essential Role Functions & Work Environment

The details below outline the core functions and work environment required for this role. Linden Lab is committed to providing reasonable accommodations to support individuals with disabilities in performing these essential duties.

• Perform focused, computer-based tasks and collaborate effectively with coworkers in a dynamic, remote environment. While in-person interaction is not required, consistent virtual presence is essential to foster teamwork, communication, and problem-solving.

• Communicate clearly and effectively through typing, using hands and fingers for keyboard tasks.

• Maintain the ability to sit, stand, or remain stationary for extended periods (up to eight hours) during calls, meetings, or collaborative sessions, with appropriate home office ergonomics.

• Sustain prolonged attention on a computer monitor to perform tasks requiring visual focus and attention to detail.

• Operate standard home office equipment and handle materials as needed for virtual presentations, discussions, or team activities.

• Maintain the ability to navigate your home workspace to participate fully in meetings, team activities, and shared responsibilities, supporting a collaborative and engaging remote culture.

Our Commitment to Equal Opportunity

Linden Lab celebrates and values diversity in all its forms, including differences in thought, race, national origin, culture, age, experience, religion, economic and social status, gender identity and expression, sexual orientation, marital status, veteran status, and disability. We believe that fostering a culture of inclusion and belonging empowers us to create and share meaningful experiences—both within our team and across the virtual communities we serve.

We are committed to maintaining a diverse, equitable, and welcoming workplace where everyone feels valued and supported. Candidates from all backgrounds and experiences are encouraged to apply and contribute to shaping the future of virtual experiences.

Global Data Privacy Notice

Your privacy is important to us. Depending on your location, laws such as the California Privacy Rights Act (CPRA) may govern how we handle and process the personal data of job applicants. To learn more, please review our full notice detailing how applicant data is collected, used, and protected in applicable regions.

By submitting your application, you consent to the processing of your data in accordance with applicable laws and our privacy practices.