Customer Support Representative Jobs

Company Snapshot

Founded in 1999, Linden Lab develops platforms that empower people to create, share, and thrive within virtual experiences.

In 2003, Linden Lab first launched Second Life, the groundbreaking virtual world enjoyed by millions around the globe, which has since gone on to boast nearly two billion user creations and a vibrant $500 million (USD) economy.

Lindens value a workplace that’s as diverse as our products. As we continue to grow, we remain dedicated to building a company that is rooted in organizational health, strengths-based leadership, and the belief that teams are stronger than individuals.

If you want access to the forefront of virtual worlds and payment platforms that support the creator economy, this is the place for you. We’ve created space for everyone to find belonging and invite you to come as you are.

Role Overview

We’re looking for a Customer Support Representative - Tier 1 to help strengthen our relationship with our Residents by providing stellar service. Reporting to the Tier 1 Supervisor, you will be the face and voice of our company as you help guide our Residents through login difficulties, product features and billing matters. As an active listener, you will also have the opportunity to drive ongoing improvements to increase customer satisfaction. This is a hybrid role, working three days per week in our Atlanta office.

What We’ll Offer You

The stability of an established company and an unparalleled opportunity to create meaningful relationships and add to our culture. An environment where your voice will be heard and your impact deeply felt. A sense of belonging where your work is appreciated and rewarded.

In this Customer Support Representative role you will be on the front lines to serve and delight our residents. This is an opportunity for proper training and resources to become a next level support representative while learning all about the Second Life virtual world.

What We’ll Create Together

• Partnership with other Customer Support team members to collaborate to address sensitive customer issues
• Effective and thoughtful responses to customer inquiries regarding billing, product features, and account access via telephone and support ticket
• Facilitation of special one-off projects and other department related duties
• Ongoing improvements to customer satisfaction
• Main resource as the point of escalation for complex or unusual issues to other teams

What You’ll Bring to the Team

At Linden, we celebrate all the dimensions of diversity, including diversity of experience. We recognize that candidates applying for this role will be most successful if they bring the following with them:

• High school diploma, some college preferred, but we will consider candidates with a higher level customer facing work experience only.
• A well-developed sense of humor, resilience and a positive outlook
• Collaborative nature as you will partner with the team and other departments to best serve our Residents
• Excellent verbal, written and listening communication skills
• Patience and willingness to take the time to understand the unique needs of our Residents and provide effective solutions
• Flexibility to work weekends, evenings, holidays and non-traditional hours
• 6 months of experience in customer facing environments (retail/support) or a related field; experience in the gaming industry is a plus.
• A service mindset and passion for Customer Service
• Self-initiative and strong sense of responsibility
• Ability to multitask and work under pressure while communicating effectively to multiple individuals at once

If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. The confidence gap and imposter syndrome can sometimes get in the way of meeting incredible candidates and we don’t want it to get in the way of meeting you. We encourage you to reach out if you have belief in our mission and your own ability to contribute to our team!

Benefits

• Health & wellness reimbursement program
• A rewarding 401(k) program with employer match
• Excellent medical, dental, and vision coverage
• Hybrid in-office and work-remote role
• Complimentary Linden Lab employee account and badge for your Second Life avatar
• Generous paid vacation
• Education reimbursement program
• Employee referral incentive program