Marketplace Operations Manager / Customer Success Manager
About The Position
Flamingo is a Resident Retention Platform that helps apartment operators improve resident retention and engagement through an all-in-one platform. Flamingo’s platform includes: 1. Marketplace Platform Resident events marketplace Concierge services marketplace Thousands of event hosts and service providers nationwide 2. Enterprise Software Platform Resident app Surveys & feedback tools Digital resident guide Resident engagement tools Communication & retention features We are looking for a highly proactive Marketplace Operations & Customer Activation Specialist to help ensure our marketplaces operate efficiently, customers receive fast provider responses, and marketplace activity consistently grows. As a Marketplace Operations & Customer Activation Specialist, your primary responsibility is ensuring that 100% of customer requests receive a response from a provider within the required SLA window. You will be responsible for actively managing Flamingo’s marketplaces day-to-day, ensuring requests never go unanswered, operational issues are solved quickly, customers successfully complete bookings, and marketplace supply gaps are proactively identified and resolved. This role combines: Marketplace operations Customer activation Provider coordination Manual fulfillment support Marketplace quality control Operational problem-solving You will work directly with: Property managers Event hosts Concierge service providers Internal recruiting and support teams This is a highly operational role that requires urgency, persistence, strong communication skills, organization, and an ownership mentality.
Requirements
- 1+ years of experience in: Marketplace operations Customer success Customer support Account management Hospitality Events Operations Vendor coordination SaaS or marketplace environments
- Strong communication skills across: Phone Email Text Live messaging
- Highly organized with the ability to manage many moving parts simultaneously
- Comfortable handling urgent operational issues under pressure
- Ownership mentality — you proactively solve problems and take responsibility for outcomes
- Strong follow-through and persistence
- Comfortable working in a fast-paced startup environment
- Strong attention to detail
- Ability to work independently in a remote environment
Nice To Haves
- Experience working with: Event marketplaces Gig marketplaces Vendor coordination Property management Hospitality operations Concierge services
- Experience with tools such as: HubSpot Intercom Zendesk Slack ClickUp Notion
- Experience working with both B2B and B2C customers
Responsibilities
- Monitor all incoming marketplace requests and ensure provider responses happen within defined SLAs.
- Manually reaching out to providers when requests have not received responses within the required timeframe
- Contacting providers through: Phone calls SMS Email In-app messaging
- Following up until requests are accepted, declined, or resolved
- Escalating high-priority or at-risk requests internally
- Ensuring no customer request goes unanswered
- Solve day-to-day marketplace operational issues. Examples include: No provider availability Last-minute cancellations Scheduling conflicts Customer complaints Provider no-shows Incorrect pricing Event execution issues Communication breakdowns Refund or rescheduling coordination
- Take ownership until the issue is fully resolved.
- Manage bookings that require hands-on operational coordination.
- Coordinating schedules between customers and providers
- Helping source backup providers
- Managing complex or custom event requests
- Confirming logistics before scheduled events
- Ensuring providers have all required event details
- Personally managing high-touch bookings when necessary
- Help activate new marketplace customers and drive booking activity.
- Reaching out to newly created marketplace accounts
- Assisting customers with: First booking Marketplace navigation Event recommendations Questions or concerns
- Following up with inactive accounts
- Encouraging repeat bookings
- Helping customers understand marketplace offerings and capabilities
- Work closely with marketplace recruiting teams to identify supply gaps.
- Identifying cities, categories, or service types with insufficient provider coverage
- Reporting provider shortages or quality issues
- Tracking fulfillment challenges by market
- Helping prioritize recruiting needs based on demand trends
- Help maintain a high-quality marketplace experience.
- Monitoring provider responsiveness
- Flagging underperforming providers
- Tracking repeat customer complaints
- Helping ensure providers follow marketplace standards
- Reviewing operational patterns and identifying process improvements
- Helping improve provider response times and booking quality
- Work closely with: Customer Success Support Sales Marketplace Recruiting Product Leadership
- Provide operational feedback and identify recurring marketplace issues that need process or product improvements.
Benefits
- High ownership role with visibility across the business
- Opportunity to directly impact marketplace growth and customer experience
- Fully remote team with flexible hours
- Fast-paced startup environment with significant growth opportunities
- Work across both software and marketplace operations
- Competitive compensation and growth potential
- Travel opportunities for conferences and team retreats
- Mission-driven and collaborative culture
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
