Customer Success Manager

Lime; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Lime seeks a Customer Success Manager based in Sydney to own day-to-day customer support across active and future Commercial Delivery pilots. You will respond to issues, process refunds or credits, and surface trends to improve global coverage across APAC, Europe, and the US.

This 12-month fixed-term role requires handling time-sensitive issues, coordinating with Product, Engineering, and Operations, and maintaining scalable support practices.

Qualifications

• Experience in customer success or support in a fast-moving environment.
• Hands-on Zendesk usage is required.
• Ability to take ownership of urgent or sensitive issues.
• Clear written and verbal English communication.
• Analytical mindset with a process-oriented approach.

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 and complete approved actions.
• Manage escalations and coordinate with Product, Engineering, Payments, Operations, and other teams as needed.
• Execute refunds and credits within policy and maintain case documentation.
• Maintain Zendesk tags, views, macros, and reporting to scale support operations.
• Build lightweight playbooks and escalation paths for new markets and recurring issues.
• Track service demand, response, and resolution performance and surface actionable insights.
• Improve handoffs and follow-the-sun coverage for reliable global support.

Skills

Zendesk experience

Customer support

Cross-functional collaboration

Communication

Time zone coordination

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 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.

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If you want to make an impact, Lime is the place for you.

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.