Customer Success Manager

LimeBike Germany GmbH; Sydney; Hybrid; AUD 85,000 - 120,000; Part time

Job summary

Lime seeks a Customer Success Manager in Sydney, Australia for a 12-month fixed-term contract. You will own day-to-day customer support across active and future Commercial Delivery pilots, handling inquiries, cashing out refunds, and ensuring smooth issue resolution.

You will work across Zendesk and other tools, coordinating with Product, Engineering, Payments, and Operations to maintain service quality. Strong English, analytical mindset, and multi-market experience are valued.

Qualifications

• Demonstrated experience in customer success or service operations in a fast-moving environment.
• Hands-on experience using Zendesk.
• Clear written and verbal communication in English.
• Analytical and process-oriented mindset; identify patterns and improve workflows.
• Ability to work the Sydney schedule consistently.

Responsibilities

• Own customer conversations from first contact through resolution.
• Resolve time-sensitive pass, payment, parking-zone, and rack issues with urgency.
• Investigate accounts and journey using Lime's internal tools.
• Coordinate with Product, Engineering, Payments, Operations for escalations.
• Execute refunds/credits within approved policy and document actions.
• Maintain Zendesk tags, views, macros, and reporting for scale.
• Help build playbooks for new markets and recurring issues.

Skills

Customer empathy

Strong ownership

English fluency

Analytical mindset

Tools

Zendesk

Job description

Lime is the largest global shared micromobility business. We operate shared e-bikes and e-scooters in nearly 30 countries on five continents. Our mission is to build a future where transportation is shared, affordable and carbon-free.

Since 2017, our riders have taken over 750 million trips, replacing an estimated 150+ million car trips and preventing an estimated 77+ million kgs of carbon emissions.

Join the Lime team as we accelerate into a new era of sustainable alternatives to car ownership and improve access for people in cities around the world.

When you join Lime, you join a global community of smart, caring, talented individuals working together to deliver world-changing results; striving to create an experience that enables Limers to do their best work. Here are some ways we support and invest in our team:

Competitive salaries, performance-based annual bonus and pre-IPO equity

Health and wellness offerings for all team members starting day one including access to top-tier fitness and mindfulness apps

Flexible vacation policies with ample paid holidays tailored to country of residence

Fully-paid leave following the birth or adoption of a child and financial, medical and educational support for Limers pursuing parenthood

Support for retirement and financial goals with unlimited access to financial advisors

Unlimited, complimentary use of our vehicles in hundreds of cities around the world

Professional growth opportunities through quarterly learning days and top-tier tools

Opportunities to connect across teams and locations to network, socialize and volunteer

Culture of belonging with Employee Resource Groups that engage and promote cultural awareness and DEI training across all functions

Consistent recognition of great work through meaningful rewards and career advancements

Benefits and perks vary depending on the nature of your employment and country of residence. Terms and conditions may apply.

How we Lime

Win together.

We’re all on this ride, together. We put the company’s interests ahead of our market, and our function. We speak up, ask difficult questions and suggest solutions for the good of all. We compete externally, not internally.

Obsess about our customers.

We innovate on behalf of our customers - riders, cities, and operators - and strive to understand them on a local level. We walk in their shoes and seek new ways to delight them.

We act as owners. We succeed by making disciplined investments and smart financial choices. We recognize that constraints drive creativity.

Raise the bar.

We consistently deliver top results. Yesterday’s wins are tomorrow’s expectations. We are always innovating to achieve the impossible and set a new precedent.

We seek out different perspectives, life experiences, and ideas because diversity makes our work and teams better. We create an inclusive environment where everyone can be themselves.

Build great teams.

We develop top talent because they are foundational to Lime’s success. We treat every new hire, promotion, and performance conversation as an opportunity to cultivate strong teams.

See clearly, with optimism.

We are clear-eyed about our challenges, and know that with planning, team work, and execution, we can tackle anything.

Challenge because we care.

We are direct and honest with one another, and seek truth over personal victory. We lead with curiosity and listen with an open mind.

Boldly commit.

We encourage debate, but once a decision is made, we commit fully by doing everything we can to achieve our goal.

Our Employee Resource Groups (ERGs)

Feeling accepted, celebrated, and supported comes standard when you work at Lime. Our Employee Resource Groups bring us together based on shared experiences.

"We encourage our teams to expand their knowledge, gain awareness and develop new skills, as we grow. Our goals can only be achieved through a truly diverse and inclusive workforce, where everyone feels valued and where you can bring your full self to work.” - Wayne Ting, CEO

Customer Success Manager

Location

Sydney, Australia

Employment Type

Contract

Location Type

Hybrid

Department

Product

As the largest global shared micromobility business, Lime is on a mission to build a future where transportation is shared, affordable and carbon-free. A Time Magazine 100 Most Influential Company, Lime has powered more than one billion rides in close to 30 countries across five continents, spurring a new generation of clean alternatives to car ownership. Learn more at li.me .

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: you will respond to individual issues, take cases through resolution, manage escalations, 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 is a 12 month fixed-term role that 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. These hours are a core requirement because the role complements existing European coverage and forms part of Commercial Delivery’s future global coverage model.

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.

What You'll Do:

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.

Use Lime’s internal operational tools to investigate accounts, understand the customer journey, and complete approved actions.

Manage escalations and coordinate with Product, Engineering, Payments, Operations, and other internal teams when an issue requires specialist support.

Execute refunds and credits within approved policy and maintain clear case documentation.

Maintain useful Zendesk tags, views, macros, routing practices, and reporting so the support operation can scale.

Build lightweight support playbooks and escalation paths for new markets and recurring issues.

Track service demand, response and resolution performance, repeat contacts, and emerging themes; turn those insights into clear recommendations.

Help improve the handoffs and operating practices required for a reliable follow-the-sun customer coverage model.

About You:

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.

Preferred Experience:

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.

#LI-SE1

Lime is proud to be an Equal Opportunity Employer. We believe different perspectives help us grow and achieve more. That’s why we’re 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 [e-mail] for assistance.