Customer Success Specialist

$37,440 - $52,000/Yr

Linden Lab - Duluth, GA

Full-time - Entry Level

Onsite - Duluth, GA

Professional, Scientific, and Technical Services

About the position

The Customer Success Specialist at Linden Lab plays a crucial role in ensuring that customers of Second Life receive exceptional support and guidance to maximize their experience on the platform. This position involves resolving technical issues, providing personalized assistance, and collaborating with internal teams to advocate for customer needs. The role is based in the Duluth, GA office, emphasizing the importance of in-person collaboration to enhance customer outcomes and team development.

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.
• 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 and impact in interactions.
• Ability to multitask under pressure while communicating effectively across various platforms.
• Demonstrate a service mindset and passion for Customer Service.
• Flexibility to work weekends, evenings, holidays, and non-traditional hours.
• Curiosity for experimenting with and learning more about AI.

Nice-to-haves

• Experience in the gaming industry is a plus.
• Strong understanding of the value of in-person collaboration.

Benefits

• Stability of an established company with new startup momentum.
• Opportunity to create relationships, systems, strategy, and culture.
• A sense of belonging where your work is appreciated and rewarded.