Job Description
Our Story and Purpose
We are dedicated to creating platforms that empower people to connect, create, and thrive through immersive virtual experiences. Since our founding in 1999, we have been at the forefront of the creator economy, developing innovative platforms that inspire creativity and spark new ideas.
In 2003, we transformed the virtual world with the launch of a pioneering platform that continues to foster a vibrant, user-driven community. With billions of user creations and a flourishing digital economy, our platform remains a global hub for collaboration, self-expression, and entrepreneurship.
We believe our strength lies in the diversity of perspectives, experiences, and ideas. Our values center around organizational health, strengths-based leadership, and the belief that collaborative teams achieve greater success than individuals working alone.
Here, you'll have the opportunity to be part of the cutting-edge of virtual worlds, shaping the future of immersive experiences. Whether you're innovating new tools or building a welcoming community, we offer a place where you can thrive, be your authentic self, and make an impact.
Your Mission
This position is based at our Duluth, GA office and requires a full-time, in-person schedule, Monday through Friday.
As a Customer Success Specialist, you will play a key role in helping our customers get the most value out of our platform through personalized, proactive support and success guidance. You will assist customers in resolving technical issues and deliver a tailored, high-touch experience. Working on-site is essential to your success, enabling you to collaborate directly with internal teams—such as Engineering, Product, and Marketing—to advocate for customer needs and influence product and feature improvements based on customer feedback. Remote work is not available, and weekend availability may be required at a future point.
This is an individual contributor role, reporting to the Supervisor of Customer Success. Your primary focus will be providing exceptional support to high-value customers, including Concierge and Premium Plus members. You will communicate through various channels (phone, live chat, ticketing system), using your technical expertise, excellent communication skills, and deep understanding of the platform to address concerns quickly and effectively. Your ultimate goal is not only to resolve issues but also to ensure long-term success and engagement for our customers.
How You'll Grow With Us
At our organization, you'll experience the best of both worlds: the stability of a well-established company with over 20 years of expertise, combined with the dynamic energy of a startup that is constantly evolving. You'll have the unique opportunity to forge meaningful relationships, design impactful systems, and help shape the future of virtual experiences.
Our vibrant Duluth office fosters a collaborative, creative, and engaging environment. With spaces designed for brainstorming, team building, and spontaneous conversations, you'll have endless opportunities to learn and grow. We believe in the power of in-person connections to cultivate a strong sense of community, ensuring your ideas are heard and your contributions are valued.
The Impact You'll Drive
Work on-site in our Duluth office, collaborating with team members, meeting customers, and engaging with cross-departmental teams.
Proactively identify and resolve issues by reviewing customer feedback and activity.
Lead in-office huddles with specialized teams to resolve complex or technical issues.
Facilitate training sessions to enhance your skills, share best practices, and improve overall team performance.
Utilize visual collaboration tools (whiteboards, charts, large screens) to effectively brainstorm and strategize during meetings.
Build relationships with customers through personalized support and advice, engaging via platforms such as in-world, Discord, and social media.
Encourage customers to explore new features, events, and experiences to enhance their engagement with the platform.
Leverage backend tools to troubleshoot and resolve issues with system performance and customer interactions.
Maintain a high level of customer satisfaction by resolving inquiries with empathy, clarity, and efficiency.
Handle 4+ customer interactions per day consistently, ensuring timely and effective resolutions.
Support your team during periods of high customer volume or technical issues.
Stay up-to-date with the latest platform features and releases, using this knowledge to improve support processes.
How You'll Shape Our Future
We celebrate diversity in all its forms, including diverse experiences, and believe that candidates will be most successful if they bring the following qualities:
6 months of experience in a Customer Success or Customer Support role, ideally in a tech or virtual platform environment. Experience in the gaming industry is a plus.
A strong service mindset and passion for customer support, with an understanding of how in-person collaboration enhances team development and customer success.
Excellent verbal communication skills, ensuring clarity and impact in all interactions.
Ability to multitask effectively while managing customer inquiries across various platforms and communication tools.
A patient and empathetic approach to customer needs, providing thoughtful and effective solutions.
Flexibility to work weekends, evenings, and non-traditional hours as needed.
Curiosity and a willingness to experiment with new technologies, including AI, to improve customer service.
The Fine Print
Compensation and Benefits
For this Duluth-based role, the hourly salary range is $18.51 - $25.24, with a midpoint of $21.88. New hires will start between the minimum and midpoint, with final base pay determined by experience, skills, and market data. This role is also eligible for awards under our Equity Incentive Plan (EIP) and includes a generous benefits package with comprehensive medical, dental, vision, and 401(k) plans. Full details will be provided during the hiring process.
Work Environment
This role requires you to work in a dynamic, in-office environment. While remote collaboration may occur, on-site presence is essential for fostering creativity, teamwork, and problem-solving. You will engage with coworkers and customers through various in-person activities, using ergonomic workstations and office tools to facilitate your daily tasks.
Our Commitment to Equal Opportunity
We value diversity in all forms and are committed to creating an inclusive environment where all employees feel valued and supported. We encourage candidates from all backgrounds and experiences to apply, contributing to the shaping of the future of virtual experiences.
Global Data Privacy Notice
Your privacy is important to us. We comply with applicable data privacy laws, including the California Privacy Rights Act (CPRA), to protect your personal data during the hiring process.
Employment Type: Full-Time
Salary: $ 18.00 25.00 Per Hour
Job Tags
Hourly pay, Full time, Remote job, Work alone, Weekend work, Afternoon shift, Monday to Friday,