Supervisor, Trust & Safety

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’re looking for a Supervisor, Trust and Safety to collaborate across teams, meet with customers and oversee identification / resolution of violations (e.g., harassment, fraud, abuse) maintaining customer safety and platform integrity, on-site in Duluth, 5 days per week.

This is a people management role, reporting to the Manager, Customer Success. You will supervise monitoring of in-world activities, content, and interactions to ensure compliance with community standards, terms of service, and policies, while leading investigations into reported violations, assessing incidents and enforcing appropriate actions such as warnings, suspensions, or bans.

Please note that working in the Duluth, GA office is an essential function of this role and remote work options are not available.

How You’ll Grow With Us

The stability of an established company with new startup momentum. An unparalleled opportunity to create relationships, systems, strategy and 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.

• Advocate for customer safety and well-being, using data to drive improvements in platform features and policies.
• Develop and deliver educational materials, webinars, and in-office sessions for customers and team members on safety best practices, Trust & Safety initiatives, and addressing critical safety concerns with Customer Success.
• Promote a respectful and inclusive virtual environment through proactive, empathetic communication with customers, fostering a positive community atmosphere.

The Impact You’ll Drive

• Collaborate with Engineering, Product, and Legal teams to develop and implement safety protocols, moderation tools, and reporting systems while ensuring compliance with evolving industry standards, laws, and regulations (e.g., data privacy, customer protection).
• Track and analyze safety incidents and trends to identify risks and implement improvements based on data-driven insights.
• Leverage data to continuously refine safety protocols and strengthen the trust and safety framework, ensuring they align with evolving community standards.
• Oversee the review of customer appeals, ensuring fairness and transparency in enforcement decisions.
• Collaborate with technical teams to optimize moderation tools and reporting systems, improving efficiency and maintaining platform integrity.

How You’ll Shape Our Future - Together

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:

• 2+ years of experience leading and mentoring customer-facing teams, with proven expertise in trust and safety, content moderation, or community management, preferably in virtual worlds or gaming platforms.
• Strong understanding of the value of in-office collaboration for real-time problem-solving, team success, and effective enforcement, with a commitment to holding the team accountable for upholding these standards through consistent and effective enforcement.
• Familiarity with AI-driven moderation tools (e.g., ActiveFense, Hive, CommunitySift).
• Hands-on experience investigating violations, enforcing community standards, and issuing actions like warnings, bans, or suspensions, with familiarity in addressing issues such as harassment, fraud, and inappropriate content in virtual worlds (e.g., Second Life).
• Proven experience collaborating with Legal, Product, Engineering, and Customer Support teams to implement and enhance safety protocols.
• Skills developing solutions that balance fairness and transparency, with clear, empathetic communication to customers regarding enforcement decisions; experienced in managing escalated cases, reviewing appeals, and adjusting enforcement decisions as necessary.
• Knowledge of compliance with global regulations, including data privacy and age-restriction policies, along with strong conflict resolution skills for de-escalating disputes and mediating conflicts.
• Proven ability to track, analyze, and report on trust and safety metrics, driving continuous operational improvements, and skilled in using visual collaboration tools for team strategy and brainstorming.
• Experience managing crises and high-severity incidents, coordinating quick and effective responses with internal teams.
• Understanding of virtual world technologies and platforms (Second Life experience is a plus).

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 Atlanta-based role, the hourly rate is $29.57 - $40.14, with a midpoint of $34.86.

New hires start between the minimum and midpoint of the applicable geo-defined range, with final base pay 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 & In-Office 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. 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.