Linden Lab is looking for a Customer Success Specialist to deliver exceptional support to Second Life’s premium customers, including Concierge and Premium Plus members. Working remotely, you’ll provide personalized assistance through phone, live chat, email, ticketing systems, and virtual communication channels while resolving technical issues and helping customers maximize their experience on the platform.

This role combines customer service, technical troubleshooting, relationship management, and community engagement. Successful candidates will proactively solve customer issues, build lasting relationships, encourage product adoption, and contribute to continuous improvements in customer satisfaction.

Company Overview

Founded in 1999, Linden Lab is a technology company dedicated to building immersive virtual experiences that empower people to create, connect, and thrive. The company launched Second Life in 2003, creating one of the world’s largest user-driven virtual communities with more than two billion user creations and a thriving virtual economy exceeding $500 million.

Linden Lab promotes innovation, diversity, inclusion, and collaboration while giving employees the flexibility to work remotely and contribute to shaping the future of virtual worlds.

Job Location

Remote (Georgia, USA)

Important: Applicants must reside in Georgia or Texas at the time of employment.

Salary

• $19.47 – $26.44 per hour
• New hire starting rate: $19.88 per hour

Employment Type

• Remote
• Work From Home

Work Schedule

• Remote work arrangement
• Weekends may be required
• Evening shifts may be required
• Holiday availability may be required

Key Responsibilities

As a Customer Success Specialist, you will:

• Deliver exceptional customer support through phone, live chat, and ticketing systems.
• Resolve customer issues using technical expertise and platform knowledge.
• Support Concierge and Premium Plus customers.
• Proactively identify potential customer concerns before they escalate.
• Conduct virtual whiteboarding sessions to resolve complex issues.
• Utilize AI-assisted technologies to improve customer support.
• Build strong customer relationships across forums, Discord, social media, and in-world interactions.
• Encourage customers to explore new Second Life features and events.
• Diagnose platform and region performance issues using backend tools.
• Handle more than 50 customer interactions daily.
• Maintain high customer satisfaction ratings.
• Collaborate with internal teams during periods of increased support demand.
• Analyze customer feedback to improve support processes.
• Maintain accurate records using CRM and customer support platforms.

Required Qualifications

Applicants should have:

• At least six months of customer success or customer support experience.
• Strong knowledge of the Second Life platform.
• Experience with virtual communities, gaming platforms, or technology support.
• Excellent verbal and written communication skills.
• Ability to multitask across multiple communication channels.
• Strong problem-solving abilities.
• Empathy and patience when handling customer concerns.
• Interest in AI-assisted customer support technologies.
• Ability to work weekends, evenings, and holidays when required.

Preferred Skills

Ideal candidates will possess:

• Advanced knowledge of Second Life land management.
• Understanding of the LindeX virtual economy.
• CRM system experience.
• Technical troubleshooting skills.
• Community engagement experience.
• Customer relationship management.
• Remote collaboration skills.
• Adaptability and resilience.

Employee Benefits

Linden Lab offers an attractive benefits package that includes:

• Competitive hourly pay
• Remote work flexibility
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Equity Incentive Plan (EIP)
• Career development opportunities
• Collaborative remote work environment

Why Work at Linden Lab?

Linden Lab combines the stability of an established technology company with the innovation of a fast-growing virtual platform. Employees have the opportunity to work alongside talented professionals while contributing to one of the world’s most successful virtual communities.

The company values diversity, creativity, continuous learning, and collaboration, making it an excellent environment for professionals passionate about customer success, technology, gaming, and virtual experiences.

How to Apply

Interested candidates who meet the required qualifications and experience criteria should submit their application. Apply Here.

Frequently Asked Questions (FAQs)

Is this a remote job?

Yes. This is a fully remote work-from-home position.

Where can applicants live?

Applicants must reside in Georgia or Texas.

What is the starting salary?

New hires typically begin at $19.88 per hour, with an overall pay range of $19.47–$26.44 per hour.

What customers will I support?

You’ll primarily assist Second Life’s Concierge and Premium Plus customers.

Is gaming experience required?

Gaming experience is beneficial, but extensive knowledge of the Second Life platform is strongly preferred.

What communication channels will I use?

Support is provided through phone, live chat, ticketing systems, email, forums, Discord, and in-world communication.

Does Linden Lab offer benefits?

Yes. Employees receive health, dental, vision insurance, a 401(k), equity incentives, and other benefits.