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Linden Lab · 1 month ago

Customer Success Specialist

Duluth, GA

Full-time

Hybrid

New Grad, Entry Level

$18.51/hr - $25.24/hr

0+ years exp

Linden Lab is a pioneering company in the creator economy, known for its transformative virtual experiences. The Customer Success Specialist will provide personalized support to Second Life's customers, ensuring they gain maximum value from the platform while collaborating with internal teams to advocate for customer needs.

MobileMobile AppsPC GamesVirtual RealityVirtual World

Comp. & Benefits

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, contributing to the team’s overall customer support quality

Develop and 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

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, chat, and in-world channels, while providing clear, empathetic, and concise responses and maintaining a positive relationship with the customer

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 (whiteboards, charts, large screens) 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

Qualification

Customer Success experienceTechnical support skillsCRM systems proficiencyAI technologies knowledgeCommunication skillsMultitaskingCustomer relationship managementTeam collaborationProblem-solvingFlexibility

Required

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 with a clear understanding of the value of in-person collaboration to enhance team development and customer outcomes, and to drive collaboration

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