Customer Success Manager

Lime
Sydney
Workplace: HybridContractFunction: Customer Success & Account ManagementSkills: ["Ownership","Judgment","Communication","Analytical mindset","Process improvement"]

Own day-to-day customer support for Lime’s Commercial Delivery pilots, handling pass, payment, parking-zone, trip-ending, account, and rack issues from first contact through resolution. Use Zendesk and internal operational tools to investigate customer journeys, execute approved refunds/credits, manage escalations with Product/Engineering/Operations, and document recurring problems. Track service performance and repeat contacts to surface actionable trends, supporting a follow-the-sun coverage model across APAC and beyond.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Lime
Lime
1 day ago

Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own day-to-day customer support for Lime’s Commercial Delivery pilots, handling pass, payment, parking-zone, trip-ending, account, and rack issues from first contact through resolution. Use Zendesk and internal operational tools to investigate customer journeys, execute approved refunds/credits, manage escalations with Product/Engineering/Operations, and document recurring problems. Track service performance and repeat contacts to surface actionable trends, supporting a follow-the-sun coverage model across APAC and beyond.
Location: Sydney
Workplace: Hybrid
Employment Type: Contract · 12 months
Job Function: Customer Success & Account Management

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 and understand the customer journey using Lime’s internal operational tools to complete approved actions.
  • •Manage escalations and coordinate with Product, Engineering, Payments, Operations, and other internal teams.
  • •Execute refunds and credits within approved policy and maintain clear case documentation.

Key Requirements

  • •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 for urgent, ambiguous, or sensitive customer issues.
  • •Clear written and verbal communication, with professional fluency in English.
  • •Ability to work the published Sydney schedule consistently.
Skills:OwnershipJudgmentCommunicationAnalytical mindsetProcess improvement
Languages:EnglishMandarin
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
WebsiteLinkedInGlassdoor