Customer Success Specialist

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 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.

The Impact You’ll Drive

• Work remotely from your home office 5 days per week and contribute to team culture through virtual collaboration, customer meetings, and cross-department engagement.
• 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.