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Lime

Customer Success Manager

Lime

Customer Success Manager reporting into the Vertical Lead, managing customer support across pilots for couriers. Responding to issues and tracking recurring trends to improve product experience.

Posted 5/7/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact
  • 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.

Requirements

What you’ll need
  • 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
  • Experience in a startup environment scaling support processes from scratch (preferred)
  • Familiarity with CRM and ticketing systems (preferred)
  • Experience in the delivery or mobility industry (preferred)

Benefits

Comp & perks
  • Lime is proud to be an Equal Opportunity Employer
  • Excellent collaboration across teams

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical aptitudetroubleshootingissue documentationescalation management
Soft Skills
customer-facing supportempathyefficiencyself-motivatedcommunication