Customer Success Specialist

Full-time - Entry Level

Duluth, GA

Publishing Industries

About the position

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.

Responsibilities

• 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.
• Develop and lead whiteboarding sessions to visually map out issues and solutions and capture outcomes.
• Utilize AI assistive technologies to support customer needs and escalations.
• Build strong relationships with customers through personalized support and advice.
• Encourage customers to explore new features, events, and experiences in Second Life.
• 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.
• 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 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.

Requirements

• 6 months of experience in a Customer Success or Customer Support role, ideally in a virtual platform or tech environment.
• Demonstrate a service mindset and passion for Customer Service.
• Showcase exceptional verbal communication skills.
• Multitask under pressure while communicating effectively to multiple individuals simultaneously.
• Exhibit patience and willingness to understand the unique needs of customers.
• Maintain flexibility to work weekends, evenings, holidays and non-traditional hours.
• Demonstrate curiosity for experimenting with and learning more about AI.

Nice-to-haves

• Experience in the gaming industry.

Benefits

• Comprehensive medical, dental, vision, and 401(k) plans.
• Equity Incentive Plan (EIP).