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 nearly 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 location-specific role is tied to our Atlanta worksite and requires a fully on-site schedule. Employees in this role must work in person at our Duluth, GA office five days per week, with schedules that may include weekends based on business needs.

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.

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.

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.

Our vibrant in-office environment in Duluth is designed to foster creativity, collaboration, and ingenuity. With spaces purpose-built for brainstorming, team building, and spontaneous conversations, you'll find endless opportunities to engage and grow. We believe in the power of in-person connections to cultivate a strong sense of community and inclusion, ensuring that your ideas are valued, your contributions celebrated, and your impact deeply felt every day.

The Impact You'll Drive

• Work on-site at the Linden Lab Duluth office 5 days per week and contribute to the culture for team collaboration, customer meetings, and cross-department engagement.
• 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.
• Develop and 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.
• 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 4+ 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.
• Effectively use in-office visual collaboration tools (whiteboards, charts, large screens) during brainstorming and strategy sessions.
• Exemplify self-initiative and strong sense of responsibility.
• Display a well-developed sense of humor, resilience and a positive outlook.

How You'll Shape Our Future - Together

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 :

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 Duluth-based role, the hourly salary range is $18.51 - $25.24, with a midpoint of $21.88. New hires start between the minimum ($18.51) and the midpoint ($21.88) of this range. Final base pay is determined by several factors, including experience, skills, competencies, internal equity, and market data calibration.

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.

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.