[Hiring] Customer Success Manager @Lime

Role Description

As the largest global shared micromobility business, Lime is on a mission to build a future where transportation is shared, affordable, and carbon-free. Commercial Delivery is an early-stage Lime product built for delivery couriers using Lime’s shared light electric vehicle fleet. We are expanding from our London proof point into new markets. Our customer experience depends on responsive, expert support for revenue-critical pass, payment, parking, trip-ending, and rack issues.

The Customer Success Manager owns day-to-day customer support across all active and future Commercial Delivery pilots. This is a hands-on operational role:

• Respond to individual issues and take cases through resolution.
• Manage escalations and execute approved refunds or credits.
• Document recurring problems and surface actionable trends.

Based in Sydney, this role extends staffed coverage into APAC hours and is designed to fit an expanding global coverage model across APAC, Europe, and the United States. This role works Saturday through Wednesday, 9:00 a.m.–6:00 p.m. Sydney local time, including a standard meal break. The schedule follows Sydney local time as daylight-saving settings change between AEST and AEDT.

This role owns centralized customer success and issue resolution across markets. It does not own local courier acquisition, field events, regional partnerships, or regional revenue growth; those responsibilities sit with the Community Growth team.

Qualifications

• Demonstrated experience in customer success, customer support, or service operations in a fast-moving environment.
• Hands-on experience using Zendesk is required.
• Strong ownership and judgment when handling urgent, ambiguous, or sensitive customer issues.
• Clear written and verbal communication, with professional fluency in English.
• An analytical and process-oriented mindset, including the ability to identify patterns and improve workflows.
• Comfort working across functions and time zones while maintaining accountability for each customer outcome.
• Ability to work the published Sydney schedule consistently.

Requirements

• Professional fluency in Mandarin is preferred, not required.
• Experience with delivery couriers, gig-economy platforms, micromobility, payments, or other real-time operational services.
• Experience helping a distributed or multi-market customer operation scale.

Benefits

• Lime is proud to be an Equal Opportunity Employer.
• We believe different perspectives help us grow and achieve more.
• Dedicated to building and developing a team that reflects a wider range of backgrounds, abilities, identities, and experiences.
• If you require a reasonable accommodation during the application or hiring process, please email [email protected] for assistance.