Head of Customer Experience

  • Lime
  • San Francisco, CA
  • Jul 10, 2020

Job Description

Lime is founded on a simple idea that all communities deserve access to smart, affordable mobility. Through the equitable distribution of shared scooters, bikes and transit vehicles, we aim to reduce dependence on personal automobiles for short distance transportation and leave future generations with a cleaner, healthier planet.
We are looking for a Head of Customer Experience/Customer Support 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 design and execute strategies for running our day-to-day customer support operations, improve the operational efficiency, manage BPO partners at global scale and provide customer insights to the broader organization to enable continuous customer experience enhancement. 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

  • P&L ownership on CX organization, including budget planning, monthly forecasting and staffing, weekly scheduling, QA and performance management with BPO partners
  • Help define the vision for Support Operations, including setting and communicating team goals, strategy, and tactics required to achieve those goals
  • Using data to inform business decisions and push for continuous improvement
  • Build metrics that show great levels of customer satisfaction and engagement along with self-help tools, faster resolution, ownership, and quality/customer satisfaction scores
  • Dedication and the relentless pursuit of improving our customer experience that will energize not only the CS team, but Lime as a whole
  • Develop systems, processes and reports to provide a feedback loop that makes customer data accessible and actionable to all groups here at Lime
  • 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

  • 7+ years experience leading a CS function or operation function with scale
  • A robust customer-centric mindset and approachLeadership qualities along with team building, and cross functional collaboration experience in complex, ever-changing environments
  • Experience within hyper-growth startups in building international contact center operations
  • Solid data analytics skill, including basic SQL and excel modeling skills
  • 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 and developing teams in an internal employee, vendor, and contractor environment

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 
  • 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.

Organization type

Company  

Headcount

201-500 employees