Global Customer Success Manager — 12-Month (Sydney Hours)

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

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.