Full-Time

Customer Success Specialist

Posted on 10/11/2024

Linden Lab

Linden Lab

201-500 employees

Creates immersive virtual experiences and communities

Compensation Overview

$18.50 - $25.25/hr

+ RSU Equity Incentive Plan + Generous Benefits Program

Entry

Duluth, GA, USA

Working from the Duluth, GA office is essential; remote work options are not available.

Category
Customer Experience & Support
Customer Success
Sales & Account Management
Required Skills
Social Media
Requirements
  • 6 months of experience in a Customer Success or Customer Support role, ideally in a virtual platform or tech environment. Experience in the gaming industry is a plus.
  • Demonstrate a service mindset and passion for Customer Service with a clear understanding of the value of in-person collaboration to enhance team development and customer outcomes.
  • Showcase exceptional verbal communication skills, ensuring clarity and impact in real-time interactions, presentations, and meetings.
  • Multitask under pressure while communicating effectively to multiple individuals simultaneously, across various platforms and communication tools.
  • Exhibit patience and willingness to take the time to understand the unique needs of our customers and provide effective solutions.
  • Maintain flexibility to work weekends, evenings, holidays and non-traditional hours.
  • Demonstrate curiosity for experimenting with and learning more about AI and how it can be effectively applied at Linden Lab.
Responsibilities
  • 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.
  • 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.

Linden Lab creates immersive virtual experiences, with its main product being Second Life, the largest 3D virtual world built and expanded by its users. In Second Life, users can create, socialize, and trade virtual items, forming a lively online community. The platform operates on a user-generated content model, where users can sell virtual items, and Linden Lab earns revenue through transaction fees, virtual land sales, and premium memberships. This approach encourages creativity and provides a steady income for the company. Besides Second Life, Linden Lab has also developed other virtual experiences like Blocksworld, broadening its reach in digital entertainment. The company aims to inspire more users to create and share digital experiences and is actively looking for new talent to help shape the future of virtual worlds.

Company Size

201-500

Company Stage

Series B

Total Funding

$19M

Headquarters

Cambridge, Massachusetts

Founded

1999

Simplify Jobs

Simplify's Take

What believers are saying

  • AI-driven character creation enhances user engagement in virtual worlds.
  • Motown partnership attracts new demographics to Second Life.
  • Mobile app development increases accessibility and user base for Second Life.

What critics are saying

  • Tilia's acquisition by Thunes may affect Linden Lab's payment processing.
  • Ending 32-bit support could alienate users with older hardware.
  • Second Life's mobile app may face technical challenges impacting user engagement.

What makes Linden Lab unique

  • Linden Lab pioneered user-generated content in virtual worlds with Second Life.
  • Project Sansar aims to democratize VR as a creative medium.
  • Linden Lab's diverse portfolio includes Blocksworld and innovative AI character tools.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Hybrid Work Options

Wellness Program

Growth & Insights and Company News

Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

0%
Modem World
Feb 24th, 2025
Seraphim, AI Character Designer round-out "Membership Mania" Month

At the end of 2024, Linden Lab announced the Alpha release of a new AI Character Generator utilising Convai, a platform for developers and creators proving an intuitive approach to designing characters with multimodal perception abilities in both virtual and real world environments.

PYMNTS
Apr 23rd, 2024
Thunes Acquires Tilia, Targets US Gaming

Thunes, a cross-border payments firm, is acquiring Tilia, a payments platform with expertise in online gaming, to expand in the U.S. gaming market. The deal includes a five-year partnership with Tilia's majority owner, Linden Lab, enhancing payment options and real-time payouts for gamers. Tilia is licensed in 48 U.S. states and territories, aiming to leverage its capabilities for direct money movement solutions in the U.S. and accelerate Thunes' growth in the gaming industry.

Modem World
Oct 10th, 2023
Looking at the New Linden Homes Store

On Monday, October 9th, Linden Lab sort-of formally launched the new Linden Homes Store for Second Life, showcasing all the Linden Home types and themes available to those users holding a qualifying subscription account (at the time of writing, Premium / Premium Plus), and which had been previously semi-previewed in a September 27th official blog post.

Blockster
Jun 20th, 2023
Melodic Avatars: Motown Records Enters the 'Second Life' Metaverse in Partnership with STYNGR | Blockster

In an unprecedented partnership with Linden Lab's Second Life and music integration platform STYNGR, Motown is set to establish a virtual presence, allowing fans to immerse themselves in the label's rich musical heritage.

Modem World
May 23rd, 2023
Second Life: Win 32-bit support ending; MacOS system requirements updating – Inara Pey: Living in a Modemworld

In keeping with statements made in recent user group meetings, Linden Lab has announced changes to the the Second Life minimum system requirements for both Windows and Apple MacOS operating systems which are to take effect from Saturday, July 1st, 2023.

INACTIVE