Customer Success Manager

Lime
Berlin
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Customer support","Ownership","Judgment","Communication","Analytical mindset"]

Own day-to-day customer support for Lime’s Commercial Delivery pilots, handling issues from first contact through resolution across Zendesk and approved channels. Triage and resolve urgent pass, payment, parking, trip-ending, account, and rack problems, manage escalations with Product/Engineering/Payments/Operations, and execute approved refunds or credits. Track patterns and performance metrics, build playbooks for new markets, and support a reliable follow-the-sun coverage model while working a published Berlin shift schedule.

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Lime
Lime
1 day ago

Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own day-to-day customer support for Lime’s Commercial Delivery pilots, handling issues from first contact through resolution across Zendesk and approved channels. Triage and resolve urgent pass, payment, parking, trip-ending, account, and rack problems, manage escalations with Product/Engineering/Payments/Operations, and execute approved refunds or credits. Track patterns and performance metrics, build playbooks for new markets, and support a reliable follow-the-sun coverage model while working a published Berlin shift schedule.
Location: Berlin
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own customer conversations from first contact through resolution across Zendesk and other approved support channels.
  • •Resolve time-sensitive pass, payment, parking-zone, trip-ending, account, and rack issues with urgency and sound judgment.
  • •Investigate accounts using Lime’s internal operational tools and complete approved actions.
  • •Manage escalations and coordinate with Product, Engineering, Payments, Operations, and other internal teams when specialist support is needed.
  • •Maintain Zendesk case documentation, reporting, and support workflows, and build lightweight playbooks for new markets and recurring issues.

Key Requirements

  • •Demonstrated experience in customer success, customer support, or service operations in a fast-moving environment.
  • •Hands-on experience using Zendesk.
  • •Strong ownership and judgment when handling urgent, ambiguous, or sensitive customer issues.
  • •Clear written and verbal communication with professional fluency in English.
  • •Ability to work the published Berlin schedule consistently, including weekends and three late shifts each week.
Experience:MicromobilityDelivery couriersGig-economy platformsPaymentsReal-time operational services
Skills:Customer supportOwnershipJudgmentCommunicationAnalytical mindset
Languages:English
Tech Stack:Zendesk

Company Brief

Lime
Lime operates a global shared electric vehicle network offering e-bikes and e-scooters for short urban trips, partnering with cities and platforms to expand micromobility and reduce car usage.
Industry: Mobility Platforms
Company Size: Large (251 to 1,000 employees)
Revenue: USD 500M to 1B
Growth: Scaleup
Valuation: USD 500M to 1B
Funding: Private Equity Backed
Headquarters: San Francisco, United States
Founded: 2017
Glassdoor
Glassdoor: 3.3
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