Customer Success Manager

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.

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.

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. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page.

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 recruiting-operations@li.me for assistance.