Customer Success Manager

🔥 14 hours ago

🇦🇺 Australia – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lime

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

📦 Logistics

💼 Consulting

✈️ Travel

💰 $418M Convertible Note on 2021-11

Logistics • Consulting • Travel

Lime is a transportation company that provides shared electric scooters and bikes in urban areas, making it easy for users to travel short distances. With a focus on safety, sustainability, and community, Lime aims to offer an eco-friendly alternative to traditional transportation methods. Users can easily locate and rent vehicles through the Lime app, promoting responsible riding and parking practices to enhance the urban mobility experience.

📋 Description

• 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 • 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 • Execute refunds and credits within approved policy and maintain clear case documentation • Maintain Zendesk tags, views, macros, routing practices, and reporting • 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 insights into recommendations • Improve handoffs and operating practices for a reliable follow-the-sun customer coverage model • Provide centralized customer success and issue resolution across active and future Commercial Delivery pilots

🎯 Requirements

• 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 • 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 • Must reside in and work remotely from Sydney

🏖️ Benefits

• Equal Opportunity Employer • Reasonable accommodation during the application or hiring process • 12-month fixed-term employment arrangement