Lime is the largest global shared micromobility business, operating in close to 30 countries across five continents. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Our electric bikes and scooters have powered more than one billion rides in cities around the world. Named a 2025 Time 100 Most Influential Company, Lime continues to set the pace for shared micromobility globally, spurring a new generation of clean alternatives to car ownership.
We are hiring a Staff Applied ML Engineer to own and evolve Lime’s CX Automation domain—the systems responsible for reducing customer support cost while improving the speed, consistency, and reliability of rider issue resolution at scale.
In this role, you will set technical direction and drive execution for core automation platforms, including self-service workflows, AI-driven decisioning, and human-in-the-loop systems that support millions of rider interactions each year. Your work will directly influence automation rate, resolution time, and operational spend.
You will translate customer support policies and edge cases into durable, scalable systems that take real actions (e.g. ending trips, issuing refunds), balancing speed, cost efficiency, and rider trust. As a Staff Engineer, you will influence architecture across teams, partner closely with Product and CX Operations, and identify where automation can meaningfully replace manual processes while maintaining appropriate safety and abuse guardrails.
This is a remote position with a requirement for candidates residing in Canada to maintain effective collaboration across teams.
What You'll Do:
Own the technical direction and execution of Lime’s CX Automation platform, spanning self-service, AI-driven decision-making, and human-in-the-loop workflows.
Architect and build scalable backend systems that integrate internal APIs and third-party platforms to automate high-volume rider issues and reduce manual support effort.
Design and operate decision engines and automation workflows that take real actions (e.g. ending trips, issuing refunds) with clear guardrails for fraud, abuse, and rider trust.
Partner with Product and CX Operations to translate support policies and edge cases into executable automation logic, prioritizing work based on volume, cost impact, and risk.
Drive foundational platform investments (e.g., API coverage, workflow infrastructure, observability) required to scale automation reliably.
Measure and improve automation effectiveness using data
About You:
6+ years of professional software engineering experience with a track record of owning and operating production systems at scale.
Strong backend engineering experience building reliable, scalable services and APIs that support high-volume, customer-facing workflows.
Experience building applied AI or automation systems in production, including decision logic, workflow orchestration, or human-in-the-loop processes (deep ML research experience is not required).
Demonstrated ability to set technical direction and drive multi-quarter initiatives, making sound architectural and tradeoff decisions in complex, ambiguous environments.
Proven judgment in designing systems with real-world constraints, including cost efficiency, operational risk, abuse prevention, and customer trust.
Clear and effective communicator who can collaborate across Product, Operations, and Engineering to solve business problems
The base salary range listed reflects what Lime reasonably expects to offer for this role, with the final base salary determined by objective factors such as the candidate’s location and relevant skills and experience. Depending on the position, the total compensation package may also include discretionary annual performance bonus opportunities and equity, subject to applicable plan terms and eligibility requirements.
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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 proud to be an Equal Opportunity Employer. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to building and developing a team that reflects a wider range of backgrounds, abilities, identities, and experiences. If you require a reasonable accommodation during the application or hiring process, please email [email protected] for assistance.
