Verified Job
Customer Support / TeleCaller
Customer Service Officer - Operations
Customer Support / TeleCaller
#5508
Remote / WFH
Good Cycles
Job Description
Lime is looking for a Customer Service Officer to join our Sydney Operations team. In this role, you’ll own the customer experience for Lime riders, community members, and city stakeholders, ensuring every interaction is empathetic, solutions-focused, and timely. You’ll also help identify trends and insights that drive continuous improvements across our services.
What you’ll do:
Manage customer service tickets on a day-to-day basis, ensuring customers and the wider community have a positive and consistent experience.
Respond to customer enquiries across multiple channels, providing clear, empathetic, and timely support.
Manage escalated customer calls, emails, and cases, including those from community stakeholders or city officials.
Act as an advocate for excellent customer experience by identifying recurring customer issues and raising insights with relevant internal teams.
Leverage quantitative and qualitative customer data to identify trends, pain points, and opportunities that impact the end-user experience.
Collaborate closely with internal customer service and local operations teams to ensure customer outcomes align with operational KPIs.
Support customer experience quality improvements through calibrations, audits, and feedback loops as required.
Contribute to the creation and maintenance of CX-related documentation such as customer guidelines, workflows, and training materials that support service consistency and regulatory requirements
Represent the organisation professionally in all customer and community interactions.
About you:
● Passionate about delivering exceptional customer experiences.
● Excellent written and verbal communication skills.
● Comfortable handling diverse customer interactions in a fast-paced operational environment.
● Experience with customer service platforms, ticketing systems, or workflow tools is highly valued.
● Knowledge of process automation, SQL, or data analysis is a plus.
● Experience in diverse or multicultural environments and bilingual skills are a bonus
This role is paid Clerks—Private Sector Award 2020 [MA000002] Year 2 Level 1 with a hourly rate between $35.15 to $63.27
About Good Cycles: We are on a mission to create safe and meaningful jobs through innovation and demonstrate how social enterprise can play a pivotal role in a sustainable future. Good Cycles is an independent not-for-profit that empowers young people by creating a safe and inclusive workplace, offering employment in a range of bike-based services, as well as in horticulture and infrastructure/asset maintenance. We have employed over 180 staff partnering with Lime across the eastern seaboard, in Hobart, Melbourne, Sydney, Brisbane Canberra, and the Gold Coast.
We encourage women, Aboriginal and Torres Strait Islander peoples, people identifying as LGBTQI+ and all cultural and linguistic backgrounds to join our team. People of all abilities should apply if you are able to sustain moderate physical activity for 8 hours, up to 38 hours per week.
Please note: Safety comes first at Good Cycles, and as a prerequisite candidates may be required to complete a National Police Clearance if successful. People with lived experience of the justice system are encouraged to apply. A police check result does not automatically disqualify an applicant which in each case will be individually assessed for the relevant role.
Job Types: Full-time, Casual
Pay: $35.15 – $63.27 per hour
Work Location: In person
What you’ll do:
Manage customer service tickets on a day-to-day basis, ensuring customers and the wider community have a positive and consistent experience.
Respond to customer enquiries across multiple channels, providing clear, empathetic, and timely support.
Manage escalated customer calls, emails, and cases, including those from community stakeholders or city officials.
Act as an advocate for excellent customer experience by identifying recurring customer issues and raising insights with relevant internal teams.
Leverage quantitative and qualitative customer data to identify trends, pain points, and opportunities that impact the end-user experience.
Collaborate closely with internal customer service and local operations teams to ensure customer outcomes align with operational KPIs.
Support customer experience quality improvements through calibrations, audits, and feedback loops as required.
Contribute to the creation and maintenance of CX-related documentation such as customer guidelines, workflows, and training materials that support service consistency and regulatory requirements
Represent the organisation professionally in all customer and community interactions.
About you:
● Passionate about delivering exceptional customer experiences.
● Excellent written and verbal communication skills.
● Comfortable handling diverse customer interactions in a fast-paced operational environment.
● Experience with customer service platforms, ticketing systems, or workflow tools is highly valued.
● Knowledge of process automation, SQL, or data analysis is a plus.
● Experience in diverse or multicultural environments and bilingual skills are a bonus
This role is paid Clerks—Private Sector Award 2020 [MA000002] Year 2 Level 1 with a hourly rate between $35.15 to $63.27
About Good Cycles: We are on a mission to create safe and meaningful jobs through innovation and demonstrate how social enterprise can play a pivotal role in a sustainable future. Good Cycles is an independent not-for-profit that empowers young people by creating a safe and inclusive workplace, offering employment in a range of bike-based services, as well as in horticulture and infrastructure/asset maintenance. We have employed over 180 staff partnering with Lime across the eastern seaboard, in Hobart, Melbourne, Sydney, Brisbane Canberra, and the Gold Coast.
We encourage women, Aboriginal and Torres Strait Islander peoples, people identifying as LGBTQI+ and all cultural and linguistic backgrounds to join our team. People of all abilities should apply if you are able to sustain moderate physical activity for 8 hours, up to 38 hours per week.
Please note: Safety comes first at Good Cycles, and as a prerequisite candidates may be required to complete a National Police Clearance if successful. People with lived experience of the justice system are encouraged to apply. A police check result does not automatically disqualify an applicant which in each case will be individually assessed for the relevant role.
Job Types: Full-time, Casual
Pay: $35.15 – $63.27 per hour
Work Location: In person
