Customer Success Manager, Lime
6 month FTC
Electric bike and scooter rentals
Be an early applicant
Electric bike and scooter rentals
1001+ employees
Be an early applicant
1001+ employees
Company mission
To build a future where transportation is shared, affordable and carbon-free.
Role
Who you are
- The ideal candidate has experience scaling teams, products, or processes in a fast-paced, high-growth environment and can balance execution with strategy
- This is a remote position with a preference for candidates residing in the UK or EU to maintain effective collaboration across teams
- Willingness and availability to work weekends (Friday through Sunday coverage is required)
- Experience in a customer-facing support or success role, preferably in tech or logistics
- Strong technical aptitude to navigate internal admin tools and account databases
- Excellent written communication skills for clear issue documentation and customer responses
- Ability to handle high-pressure escalations with empathy and efficiency
- Self-motivated with the ability to work remotely across different time zones
Desirable
- Experience in a startup environment scaling support processes from scratch
- Familiarity with CRM and ticketing systems
- Experience in the delivery or mobility industry
What the job involves
- Lime is hiring a 6 month Fixed Term Customer Success Manager to join our Commercial Delivery team! In this role, you will report into the Vertical Lead
- As Lime expands its Commercial Delivery product, we need a centralized support lead to ensure a seamless experience for our couriers. You will own customer support across all active and future pilots, managing everything from individual issue resolution to high-level trend reporting
- Lime is at an exciting inflection point as we scale rapidly toward our next stage of growth. As we grow our category leadership, we are transitioning to a more structured, high-performing organization and need someone who thrives in this evolution
- Respond to customer issues and support requests across all active and future pilot channels
- Execute refunds and credits within approved policy using internal Admin Tools
- Troubleshoot technical account problems and manage escalations to engineering or product teams
- Track recurring issues and document trends to improve the overall product experience
- Create lightweight support playbooks and formalize escalation paths as the program scales
- Partner closely with product and engineering teams to close the loop on repeat customer pain points
- Provide consistent support coverage across a 5-day schedule that must include Friday, Saturday, and Sunday
Our take
In recent years, electric-powered mobility companies have attracted an extraordinary amount of interest and funding, in part due to rising eco-friendly sentiment, and in part because of the race to "find the next Uber". Lime is one such company, that has rapidly scaled across multiple geographies to be a key player in the fight for market leadership.
Lime, along with its competitors, has had to grapple with regulation in many of its target markets, but nonetheless has steadily increased its footprint. Since its launch, the company has facilitated millions of trips, making it one of the biggest companies of its kind. Interestingly, the CEO has stated that "cars are our true business rivals—not other scooter companies", suggesting that its biggest business challenge will be to get families to give up their second cars.
With a presence that spans an impressive number of regions - in 2023, Lime began operating in Qatar - the company has cemented itself in the micromobility market and stands to profit from the increasing popularity of these types of services. A substantial increase in ridership enabled Lime to achieve "free cash flow positivity" two years in a row, with suggestions it will pursue a US IPO in 2027.
Freddie
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2021
$523m
CONVERTIBLE
May 2020
$170m
SERIES E
Total funding: $1.5bn
Company benefits
- Disability insurance
- 401(k)
Company HQ
The East Cut, San Francisco, CA
Leadership
Toby
(Co-Founder & Board Advisor)Founder and CEO of ZERO&. Was a Marketing Manager at Pepsi for 6 years before doing an MBA at Berkeley. Moved into consulting and VC for 5 years before starting Lime.
Brad
(Co-Founder & Chairman)VP of Business Development at Tencent for 8 years. Managing Partner of a VC firm for 3 years, where he worked with Toby. Has an MBA from Berkeley.
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