Trust & Safety Specialist

Job DescriptionJob Description 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 have been at the forefront of the creator economy, building durable platforms that support limitless imagination, self-expression, and human connection.

In 2003, we launched Second Life, a vibrant, user-driven virtual world that has grown into a living global community. Hundreds of thousands of people actively spend time there, building relationships, expressing themselves, and creating meaning together. With over two billion user creations and a flourishing $650 million economy, Second Life enables people not only to connect, but for those who choose, to build real livelihoods through their creativity.

Unlike traditional social media, Second Life fosters sustained, positive connection between strangers. It offers mobility, agency, and community to people whose real-world circumstances may limit their options, and it creates space for belonging, collaboration, and shared purpose. For many, it is not just a platform, but a place where they can participate fully and authentically.

The same principles that shape our communities also guide how we work together. 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, your work directly shapes how real people connect, create, and build meaningful lives online. You will be part of a thoughtful, mission-driven team working on technology with real social impact and uncommon longevity. Whether you are building innovative tools or fostering a welcoming community, you will find a place to belong, grow, and do work that matters. We invite you to come as you are.

Your Mission

This is an individual contributor position reporting to the Supervisor, Trust & Safety. Your primary responsibility is to deliver exceptional support by leveraging in-depth technical knowledge, excellent communication skills and a strong understanding of the platform's evolving features. Your goal is to foster long-term success and engagement for all our valued customers.

As a Trust & Safety Specialist for Second Life, you will be responsible for monitoring in-world activities, customer-generated content, and interactions to ensure compliance with community standards, terms of service, and content policies. You will identify and address violations such as harassment, fraud, and abuse, responding promptly to both customer and AI-reported issues. Through thorough investigations, you will assess the severity of incidents like scams or conflicts, enforcing actions including warnings, suspensions, or bans as necessary. In collaboration with Engineering, Product, Legal, and Customer Success teams, you will help develop safety protocols, refine moderation tools, and manage escalated customer concerns to maintain a safe and inclusive platform.

In this role, you will track and analyze safety-related incidents and behavior trends, identifying emerging risks and ensuring that Second Life's policies and actions are fair and transparent. You will review customer appeals and re-evaluate enforcement decisions, balancing platform rules with customer needs. Additionally, you will lead educational efforts, creating materials and webinars to inform the community about best practices for safety. Keeping up-to-date with industry standards and legal requirements, you will help ensure compliance with data privacy and customer protection regulations, all while approaching trust and safety challenges with empathy and discretion.

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.

The Impact You'll Drive

The Trust & Safety Specialist is an individual contributor responsible for protecting customer safety, platform integrity, and community trust through consistent enforcement of policies, thoughtful investigation, and empathetic communication. This role operates at the intersection of customer experience, policy enforcement, fraud prevention, risk management and platform governance.At this level, the Trust & Safety Specialist is expected to independently investigate incidents, apply enforcement actions in accordance with established guidelines, and collaborate closely with cross-functional teams to address safety risks. The role requires strong judgment, emotional intelligence, and the ability to balance firm policy enforcement with fairness and transparency.This role represents a core steward of platform safety whose success is measured by incident resolution quality, customer trust, and the health of the virtual environment.

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:

• Typically 2-5+ years of experience in trust and safety, content moderation, fraud management, community management, or a related field, ideally within virtual worlds, gaming platforms, or online communities
• Demonstrated experience investigating customer behavior and enforcing community standards
• Strong judgment and ability to apply policies consistently and fairly
• Experience managing escalated cases, reviewing appeals, and re-evaluating enforcement decisions
• Clear, empathetic written and verbal communication skills
• Ability to remain calm and effective in high-severity or emotionally charged situations
• High degree of integrity, discretion, and accountability
• Familiarity with AI-driven moderation or detection tools is a plus
• Experience collaborating with Legal, Product, Engineering, and Customer Support teams
• Experience tracking, analyzing, and reporting trust and safety metrics
• Proficiency in de-escalation and conflict mediation techniques
• Comfort using visual collaboration tools for remote strategy and review sessions
• Experience managing crisis or high-impact incidents is a plus
• Understanding of virtual world platforms and user-generated content ecosystems is a strong plus

The Fine Print

Pay Transparency Notice

Linden Lab's 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 range is $22.36 - $30.05, and Linden Lab hires new employees at $24.28/hour.

Base hourly pay is the only form of cash compensation for this role; it does not include variable or bonus pay. In addition to base pay, employees are eligible to be considered for awards under our Equity Incentive Plan (EIP) and receive a comprehensive benefits package that includes 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, remote environment. While in-person interaction is not required, consistent virtual presence is essential to foster teamwork, communication, and 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 appropriate home office ergonomics.
• Sustain prolonged attention on a computer monitor to perform tasks requiring visual focus and attention to detail.
• Operate standard home office equipment and handle materials as needed for virtual presentations, discussions, or team activities.
• Maintain the ability to navigate your home workspace to participate fully in meetings, team activities, and shared responsibilities, supporting a collaborative and engaging remote culture.

Our Commitment to Equal Opportunity

At Linden Lab, we know that great work can't happen without a diverse team and an inclusive environment. That's why we intentionally seek out individuals with a wide range of strengths, backgrounds, experiences, and perspectives. We believe this diversity gives us a competitive advantage, helping us better serve our residents, support one another, and grow both as Lindens and as individuals.

We celebrate and value 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. 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 . click apply for full job details