Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of customer interactions from the initial point of contact through to resolution across Zendesk and other sanctioned support channels.

• Address urgent issues related to passes, payments, parking zones, trip endings, accounts, and racks.

• Utilize Lime’s internal operational tools to investigate accounts, comprehend the customer journey, and execute authorized actions.

• Handle escalations and collaborate with Product, Engineering, Payments, Operations, and other internal teams.

• Process refunds and credits in accordance with established policy and maintain thorough case documentation.

• Manage Zendesk tags, views, macros, routing practices, and reporting effectively.

• Develop concise support playbooks and escalation paths for new markets and recurring issues.

• Monitor service demand, response and resolution metrics, repeat contacts, and emerging trends; convert insights into actionable recommendations.

• Enhance handoff processes and operational practices to ensure a dependable follow-the-sun customer support model.

• Deliver centralized customer success and issue resolution across ongoing and future Commercial Delivery pilots.

⛳️ Requirements

• Proven experience in customer success, customer support, or service operations within a dynamic environment.

• Proficient use of Zendesk is mandatory.

• Strong sense of ownership and judgment in addressing urgent, ambiguous, or sensitive customer matters.

• Excellent written and verbal communication skills, with professional proficiency in English.

• Analytical and process-driven mindset, capable of recognizing patterns and enhancing workflows.

• Ability to work effectively across functions and time zones while ensuring accountability for each customer outcome.

• Willingness to consistently adhere to the published Sydney schedule.

• Professional fluency in Mandarin is preferred but not essential.

• Experience with delivery couriers, gig-economy platforms, micromobility, payments, or other real-time operational services.

• Background in scaling distributed or multi-market customer operations.

• Must be based in and work remotely from Sydney.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations provided during the application or hiring process.

• 12-month fixed-term employment arrangement.