Lime is the world's largest shared electric vehicle company. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Named a Time 100 Most Influential Company in 2021, Lime has powered 350+ million electric bike and scooter rides in 200+ cities on 5 continents, saving an estimated 75+ million car trips. Learn more about how we help the world #RideGreen at li.me!
We are looking to hire a top notch Program Leader to manage all external CX communications. You will partner closely with Brand and Product to ensure all changes to the user experience are communicated externally in a way that elevates the end-to-end customer support experience and reduces the need for riders to get in touch.
If you're someone who is passionate about communication, knows how to build and implement a strategic roadmap and are looking to leverage your strong organizational skills to solve ambiguous problems, we'd like to speak with you today!
This role reports to the Director of CX and can sit anywhere Lime operates globally.
What you'll do:
- Own Lime’s Help Center driving self-service by providing short simple info easy to find, query, scan, read and understand
- Set the vision and lead all aspects of the strategic roadmap for CX Content
- Set and deliver on Content KPIs to measure effectiveness: accountable for optimization, maintenance, governance and timely delivery of projects
- Provide agents with on brand pre-written and easy to understand email templates
- Work with internal stakeholders to ensure the Help Center reflects up to date, exhaustive and legally compliant information on policies, processes, product features, countries in all languages
- Implement and monitor KPIs to measure efficiency and effectiveness of the content material
- Identify opportunities for automation and collaborate on creating effective and user friendly workflows
- Deep understanding and demonstrated experience leading content strategy in a fast-paced digital environment for a broad user audience
- Experience with Customer Support content or other direct-to-consumer digital content strategies
About you:
- Bachelor's degree in communications, journalism, English or related field
- 3+ years of experience in a similar content management/digital production role, ideally for a global website
- Excellent written and verbal communication skills
- Strong organizational skills - you can develop and maintain systems to manage content across many geographies, languages and teams at scale
- Ability to balance attention to detail with expeditious execution in a fast-paced and ambiguous environment
- Proficiency in data analysis and implementing operational improvements in a Customer Support organization
- Fluency in one or more non-English languages
- Creativity and the ability to develop original content and experiment with channels and media
What we offer:
- Opportunity to revolutionize transportation in cities around the world with the leader in urban micro-mobility solutions
- Scale with a rapidly growing organization, with significant opportunity for growth
- Play a role in the transformation of urban mobility and sustainability
- Work with a team of successful, fun and motivated people
- Competitive salary and benefits
The anticipated salary range for this position is $82,000.00 - $119,000.00. Equity and benefits may be provided as part of the compensation package, depending on the position offered. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's skills, experience and other qualifications as well as the candidate's location of residence. In addition to base salary, some roles may be eligible for a variable bonus based on a combination of company performance, employee performance, and management discretion.
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If you want to make an impact, Lime is the place for you. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page.
Lime is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and globally diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.