Supervisor, Customer Success

Our Story and Purpose

Linden Lab develops platforms that empower people to create, connect, and thrive through transformative virtual experiences. Since our founding in 1999, we’ve been at the forefront of the creator economy, building platforms that inspire limitless imagination and innovation.

In 2003, we revolutionized the virtual world with the launch of Second Life—a vibrant, user-driven community where creativity knows no bounds. With nearly two billion user creations and a flourishing $500 million economy, Second Life continues to be a global hub for collaboration, self-expression, and entrepreneurship.

We believe our strength lies in diversity—of perspectives, experiences, and ideas. Our values are rooted in organizational health, strengths-based leadership, and the belief that collaborative teams are stronger than individuals.

At Linden Lab, you’ll be at the cutting edge of virtual worlds, shaping the future of immersive experiences. Whether you’re building innovative tools or fostering a welcoming community, you’ll find a place to belong, thrive, and be unapologetically yourself. We invite you to come as you are.

Your Mission

We are looking for a Supervisor, Customer Success to join our team and lead the charge in ensuring the ongoing success and satisfaction of Second Life’s diverse user base. In this role, you will manage a team of highly skilled Customer Success professionals, driving initiatives to help our customers maximize their engagement and value from the platform. This position is critical in shaping long-term customer relationships by delivering exceptional support, fostering community trust, and proactively addressing customer needs.

This professional will have expertise in leading customer support teams and will foster action plans to provide “white glove” support to our customers. You will be responsible for handling escalations, managing day-to-day operations, and collaborating with cross-functional teams such as Product, Engineering, and Marketing to advocate for customer feedback and resolve complex issues efficiently.

Reporting to the Manager, Support Operations, this role combines leadership, strategic thinking, and hands-on involvement in high-level customer success initiatives. The ideal candidate will have strong leadership experience, deep knowledge of Second Life, and the ability to guide their team in delivering top-tier customer success strategies that drive retention, engagement, and user satisfaction.

This location-specific position is tied to our Atlanta worksite and requires a fully on-site schedule as an essential job function.

How You’ll Grow With Us

At the Lab, you'll experience the best of both worlds: the stability of an established company with over 20 years of expertise and the dynamic momentum of a startup driven by continuous progress. You'll have the unparalleled opportunity to forge meaningful relationships, design impactful systems, and craft strategies that shape the future of virtual experiences.

Our vibrant in-office environment in Duluth is designed to foster creativity, collaboration, and ingenuity. With spaces purpose-built for brainstorming, team building, and spontaneous conversations, you'll find endless opportunities to engage and grow. We believe in the power of in-person connections to cultivate a strong sense of community and inclusion, ensuring that your ideas are valued, your contributions celebrated, and your impact deeply felt every day.

The Impact You’ll Drive

• Work on-site at the Linden Lab Duluth office 5 days per week for team collaboration, customer meetings, and cross-department engagement.
• Supervise and guide the Customer Success team, providing coaching, feedback, and performance evaluations to ensure high-quality service and support.
• Foster a positive, collaborative, and results-driven team environment.
• Manage daily team operations, ensuring timely and efficient handling of user inquiries, AI assistive technology escalations, technical issues, and account-related tasks (acquisitions, cancellations, renames, etc.).
• Ensure that customer service interactions meet or exceed SLAs (Service Level Agreements) and customer expectations.
• Act as the point of contact for complex or escalated customer issues that the team cannot resolve, ensuring swift, effective solutions while maintaining a positive customer experience.
• Collaborate with internal teams (e.g., product, engineering) to address and resolve complex or technical issues impacting customer satisfaction.
• Support the Trust & Safety Team by aligning customer success initiatives with community standards, ensuring user safety, platform integrity, risk mitigation and other escalations.
• Provide regular updates to senior management on the progress of customer success initiatives, team performance, and customer feedback.
• Conduct regular quality assurance audits to ensure best practices are being followed and adjust processes as needed.
• Lead in-office educational sessions for team members on Customer Success initiatives.
• Organize regular training sessions and resource-sharing opportunities to help the team stay current with Second Life’s evolving environment.
• Continuously innovate customer engagement strategies to keep Second Life users excited, connected, and empowered to explore the platform’s full potential.
• Maintain flexibility to work weekends, evenings, holidays and non-traditional hours.

How You’ll Shape Our Future

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:

• Two or more years experience leading and mentoring customer-facing teams, providing guidance, performance evaluations, and support to ensure team success.
• Three or more years experience in managing customer relationships and ensuring high levels of customer satisfaction and engagement.
• Three or more years of proven track record in a customer success or account management role, ideally within a technology, gaming, or virtual platform environment.
• Demonstrated ability to foster a positive, high-performing team environment.
• Hands-on experience in handling complex customer issues and escalations, ensuring timely resolution while maintaining positive customer relationships.
• Familiarity with support systems and processes, including troubleshooting and collaborating with cross-functional teams for issue resolution.
• Experience in gathering and communicating customer feedback to help shape product development and enhance user experiences.
• Ability to manage multiple priorities and complex tasks with a focus on efficiency and delivering customer success outcomes.
• Experience navigating a virtual economy, including understanding user-generated content and transactions.
• Hands-on experience using CRM platforms (such as Salesforce, Zendesk, or similar tools) to manage customer interactions, support tickets, and customer data.
• Experience in optimizing workflows and using CRM tools to track customer success metrics and team performance.
• Comfortable managing ambiguity and adapting to frequent platform updates or changes.
• Curiosity for experimenting with and learning more about AI and how it can be effectively applied at Linden Lab

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!

The Fine Print

Pay Transparency Notice

At Linden Lab, our Total Rewards philosophy is rooted in fairness, equity, and an unbiased approach to compensation, paired with competitive benefits across all locations where we operate.

For this Duluth-based role, the hourly salary range is $24.28 - $32.93, with a midpoint of $28.61. New hires start between the minimum ($24.28) and the midpoint ($28.61) of this range. Final base pay is determined by several factors, including experience, skills, competencies, internal equity, and market data calibration.

In addition to base pay, this role is eligible for awards under our Equity Incentive Plan (EIP) and a generous benefits package that includes comprehensive medical, dental, vision, and 401(k) plans. Our talent partners will provide more details during the hiring process.

Essential Role Functions & Work Environment

The details below outline the core functions and work environment required for this role. Linden Lab is committed to providing reasonable accommodations to support individuals with disabilities in performing these essential duties.

• Perform focused, computer-based tasks and collaborate effectively with coworkers in a dynamic, in-office environment. While some remote collaboration may occur, in-office presence is an essential requirement of this role to foster creativity, teamwork, and spontaneous problem-solving.
• Communicate clearly and effectively through typing, using hands and fingers for keyboard tasks.
• Maintain the ability to sit, stand, or remain stationary for extended periods (up to eight hours) during calls, meetings, or collaborative sessions, with ergonomic workstations and tools provided.
• Sustain prolonged attention on a computer monitor to perform tasks requiring visual focus and attention to detail.
• Operate office equipment and handle materials as needed for presentations, discussions, or team activities.
• Move freely around the office to attend meetings, participate in team activities, and contribute to shared responsibilities, supporting a collaborative and engaging workplace culture.

Our Commitment to Equal Opportunity

Linden Lab celebrates and values diversity in all its forms, including differences in thought, race, national origin, culture, age, experience, religion, economic and social status, gender identity and expression, sexual orientation, marital status, veteran status, and disability. We believe that fostering a culture of inclusion and belonging empowers us to create and share meaningful experiences—both within our team and across the virtual communities we serve.

We are committed to maintaining a diverse, equitable, and welcoming workplace where everyone feels valued and supported. Candidates from all backgrounds and experiences are encouraged to apply and contribute to shaping the future of virtual experiences.

Global Data Privacy Notice

Your privacy is important to us. Depending on your location, laws such as the California Privacy Rights Act (CPRA) may govern how we handle and process the personal data of job applicants. To learn more, please review our full notice detailing how applicant data is collected, used, and protected in applicable regions.

By submitting your application, you consent to the processing of your data in accordance with applicable laws and our privacy practices.