Customer Success Manager

Notable Capital; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Lime is seeking a Customer Success Manager in Sydney to own day-to-day customer support across active and future Commercial Delivery pilots. This hands-on role responds to issues, manages escalations, and documents actions to keep operations running smoothly.

You will work across Zendesk and internal tools, coordinating with Product, Engineering, Payments, and Operations to fix urgent problems, refine processes, and help scale a global, around-the-clock support model.

Qualifications

• Experience in customer support or service operations in a fast-moving environment.
• Hands-on experience using Zendesk.
• Strong ownership and judgment when handling urgent or sensitive customer issues.
• Clear written and verbal communication in English.
• Analytical and process-oriented mindset; 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.

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.
• Use Lime’s internal 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.

Skills

Customer success

Zendesk

Time zone coordination

English communication

Job 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. 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 Thursday through Monday in Sydney local time (Australia/Sydney; AEST/AEDT), with Tuesday and Wednesday off. The seasonal daytime schedules are 07:00–16:00 when Sydney is eight hours ahead of Berlin, 08:00–17:00 when nine hours ahead, and 09:00–18:00 when ten hours ahead.

The controlling handoff rule is to finish at 08:00 Europe/Berlin on each Thursday–Monday and start nine elapsed hours before that finish. This rule determines the exact Sydney hours on clock‑change days as well as ordinary weeks.

Each shift includes a one‑hour meal break beginning two elapsed hours after the start. Five shifts provide 40 working hours per week. Meal relief and handoffs are coordinated through the shared coverage roster.

These hours and the seasonal adjustments are core requirements because the role connects US and European coverage and supports continuous global coverage together with scheduled General Manager relief.

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.

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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.