Head of Global Customer Experience
Lime
 San Francisco Bay Area, CA
Lime is a smart-mobility provider that offers cities an array of mobility products including Lime-E e-assist bicycles and Lime-S electric scooters. Lime aims to revolutionize mobility in cities and campuses by empowering residents with cleaner, more efficient, and affordable transportation options that improve urban sustainability.

We are looking for a Head of Customer Experience to play an instrumental role in leading our global operations team. A large factor in driving Lime’s meteoric growth has been the founders’ commitment to delivering outstanding customer experiences. You will drive our efforts to continuously improve, design and execute strategies for running our day-to day operations while attracting quality talent and providing an emotionally intelligent and five-star rider experience. The leader will be a devoted advocate of the customer experience and will serve as an emotional leader in sustaining the organization's focus in delighting our riders while communicating the fun and excitement in “enjoying the Lime ride.“

What You'll Do

  • Plan and implement a CS function that will enable the team to scale and meet our goals while delighting riders
  • Dedication and the relentless pursuit of improving our customer experience that will energize not only the CS team, but Lime as a whole
  • Build metrics that show great levels of customer satisfaction and engagement along with self-help tools, faster resolution, ownership, and quality/customer satisfaction scores
  • Manage strategic priorities for Lime
  • Develop systems, devices, processes and reports to that provide a feedback loop that makes customer data accessible and actionable to all groups here at Lime
  • Create opportunities to train the support team in creating a connection with our riders to more effectively manage their direct interactions with the riders and our internal partners to bring about faster solutions to customer concerns
  • Help define the vision for Support Operations, including setting and communicating team goals, strategy, and tactics required to achieve those goals
  • Lead and coordinate internal logistics for the team, including recruiting, training, scheduling, QA and performance management
  • Collaborate with diverse groups across the company to lay the foundation for innovation and development while creating excitement for new programs and initiatives

About You

  • 10+ years experience leading a CS function with scale
  • A robust customer-centric mindset and approach
  • Leadership qualities along with team building, and organizational development experience in complex, ever-changing environments
  • Experience within hyper-growth startups in building international contact center operations
  • Knowledge of CS information systems along with what is required for operations to scale, generate and report actionable data, improve reliability and ultimately reduce costs
  • Compassion and empathy for your team
  • Track record of attracting, scaling and developing teams in an internal employee, vendor, and contractor environment
  • Availability for international travel and the flexibility to work outside regular PST business hours
  • MBA preferred

What We Offer

  • Opportunity to revolutionize transportation in your hometown with the leader in urban mobility solutions
  • A position that offers a variety of career and resume building experiences with the fastest growing startup of 2018
  • Scale with a rapidly growing organization, with tons of opportunity for growth
  • Play a role in the transformation of urban mobility and sustainability
  • Work with a team of fun and motivated individuals
  • Competitive salary and benefits
We here at Lime strive to build a workforce comprised of individuals with diverse backgrounds, abilities, minds, and identities that will help us to grow, not only as a company, but also as individuals. Lime is an Equal Opportunity Employer.