Customer Success Specialist

Linden Research - Duluth, GA

Full-time - Entry Level

Onsite - Duluth, GA

Publishing Industries

About the position

The Customer Success Specialist at Linden Lab plays a crucial role in ensuring that customers of Second Life receive maximum value from the platform through personalized support and proactive guidance. This position requires in-office collaboration with various internal teams to address customer needs and drive product improvements based on feedback. The Specialist will engage with high-value customers, resolve technical issues, and foster long-term engagement with the platform.

Responsibilities

• Deliver exceptional support to Second Life's highest-value customers, such as Concierge and Premium Plus members.
• Resolve technical issues while providing a high-touch, personalized experience.
• 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.
• Facilitate hands-on training and development sessions in-office to enhance skills and share best practices.
• Lead whiteboarding sessions to visually map out issues and solutions.
• Utilize AI assistive technologies to support customer needs and escalations.
• Build strong relationships with customers through personalized support and advice across various platforms.
• Encourage customers to explore new features, events, and experiences in Second Life.

Requirements

• 6 months of experience in a Customer Success or Customer Support role, ideally in a virtual platform or tech environment.
• Exceptional verbal communication skills for clarity in interactions and presentations.
• Ability to multitask under pressure while communicating effectively across various platforms.
• Patience and willingness to understand unique customer needs and provide effective solutions.
• Flexibility to work weekends, evenings, holidays, and non-traditional hours.
• Curiosity for experimenting with and learning about AI applications.

Nice-to-haves

• Experience in the gaming industry is a plus.
• Demonstrate a service mindset and passion for Customer Service.

Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Equity incentive plan with RSUs.
• Generous benefits program.