Customer Success Manager

As the largest global shared micromobility business, Lime is on a mission to build a future where transportation is shared, affordable and carbon-free. A Time Magazine 100 Most Influential Company, Lime has powered more than one billion rides in close to 30 countries across five continents, spurring a new generation of clean alternatives to car ownership. Learn more at li.me.

Commercial Delivery is an early-stage Lime product built for delivery couriers using Lime’s shared light electric vehicle fleet. We are expanding from our London proof point into new markets. Our customer experience depends on responsive, expert support for revenue-critical pass, payment, parking, trip-ending, and rack issues.

The Customer Success Manager owns day-to-day customer support across all active and future Commercial Delivery pilots. This is a hands-on operational role: you will respond to individual issues, take cases through resolution, manage escalations, execute approved refunds or credits, document recurring problems, and surface actionable trends. Based in Berlin, this role provides European weekend and late-day coverage within a coordinated global customer support roster across APAC, Europe, and the United States.

This role works Saturday and Sunday, 08:00–17:00, and Monday through Wednesday, 17:00–02:00 the following day, in Berlin local time (Europe/Berlin; CET/CEST). Thursday and Friday are non-start days; Wednesday’s shift ends at 02:00 on Thursday.

Each shift spans nine hours and includes a one-hour meal break beginning six elapsed hours after the shift starts: 14:00–15:00 on weekend shifts and 23:00–00:00 on late shifts. Five shifts provide 40 working hours per week. Meal relief and handoffs are coordinated through the shared coverage roster.

These hours are a core requirement of the role. The combination of weekend daytime and weekday late shifts complements the UK, Sydney, and US West Coast schedules and supports continuous global coverage together with scheduled General Manager relief.

This role owns centralized customer success and issue resolution across markets. It does not own local courier acquisition, field events, regional partnerships, or regional revenue growth; those responsibilities sit with the Community Growth team.

What You’ll Do:

• 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.

About You:

• Demonstrated experience in customer success,