Payments Specialist Linden Lab

Overview:
Linden Lab is looking to add to our talented Payments Support team within our Customer Support organization. Our Payment Specialists are the front-line employees responsible for second level billing, fraud and governance issues and customer outreach for any of these areas. This role also requires you to partner with other departments as necessary and provide feedback to improve our Payment Experience. We are a ?24/7? service center operation and the position may require shift-work during non-traditional hours.

Responsibilities:
? Provide technical assistance and customer service to the Second Life resident community across traditional contact methods (in-world, phone, chat, ticket).
? Act as the escalation point for all front-line billing issues, both internally and from any partners/vendors.
? Manage the refund/chargeback/re-presentment process across different payment types.
? Manage activities related to online user safety including child protection, content theft, risk mitigation, and abuse prevention.
? Monitor potential fraud activity and resolve any issues that occur when an account is flagged.
? Manage abuse appeal process.
? Provide outbound contacts for issues that require it.
? Provide feedback on Payments flows and other aspects to the product team.
? Work in a matrix environment across Customer Support, Risk Management, Legal and Operations team.
? Drive ongoing improvements to customer satisfaction.
? Work with both in-world and internal software/CRM programs in highly collaborative teams.
? Other duties may be assigned.

Qualifications:
? Excellent communication skills including; verbal, written and listening skills. Able to multi-task, work under pressure and communicate with multiple individuals at once.
? Demonstrated ability to work as part of a team, to integrate with others and to show personal initiative when called for.
? A well-developed sense of humor, a thick skin and a positive outlook are all good traits to have.
? Flexibility to work weekends, evenings and non-traditional hours.
? A second language is an advantage (particularly German, Chinese, Spanish, Japanese, French, Korean or Italian).

Location:	1100 Sansome Street Suite 200 San Francisco, CA 94111 United States