Marketplace Operations Manager / Customer Success Manager

Own the day-to-day operations of Flamingo's nationwide marketplace, ensuring customer requests are fulfilled, providers respond quickly, bookings are completed successfully, and marketplace activity continues to grow. About Flamingo 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. Position Overview 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.

Key Responsibilities

Marketplace Request Management Monitor all incoming marketplace requests and ensure provider responses happen within defined SLAs. Responsibilities include: 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 Success Metric 100% of marketplace requests receive a provider response within target SLA window Marketplace Operations & Problem Resolution 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 You are expected to take ownership until the issue is fully resolved. Success Metric Maintain high marketplace completion and customer satisfaction rates Manual Event & Service Coordination Manage bookings that require hands-on operational coordination. Responsibilities include: 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 Success Metric Reduction in failed or canceled bookings Customer Activation & Marketplace Growth Help activate new marketplace customers and drive booking activity. Responsibilities include: 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 Success Metric Increase percentage of newly created accounts that complete a booking within 30 days Provider Supply & Marketplace Coverage Work closely with marketplace recruiting teams to identify supply gaps. Responsibilities include: 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 Examples: Not enough DJs in Dallas Lack of yoga instructors in Denver No house cleaning providers in a specific region Success Metric Reduction in unfulfilled requests caused by provider shortages Marketplace Quality Control Help maintain a high-quality marketplace experience. Responsibilities include: 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 Success Metric Maintain high provider responsiveness and customer satisfaction scores Internal Collaboration Work closely with: Customer Success Support Sales Marketplace Recruiting Product Leadership You will provide operational feedback and identify recurring marketplace issues that need process or product improvements. Required Qualifications 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

Preferred Qualifications

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 Success Metrics Provider Response SLA Compliance100% of requests receive provider response within target timeframe Marketplace Fulfillment RateHigh percentage of requests successfully fulfilled Customer ActivationIncrease first-time bookings from newly created accounts Customer Satisfaction (CSAT)Maintain CSAT of 90%+ Resolution TimeResolve operational marketplace issues quickly and effectively Provider CoverageReduce supply gaps across key markets and categories Repeat Booking GrowthIncrease repeat marketplace usage from existing customers Marketplace ResponsivenessMaintain low backlog of unresolved requests Internal Operational FeedbackConsistently identify and document operational improvement opportunities Why Join Flamingo? Work at a fast-growing startup transforming resident retention in multifamily 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 🦩 Salary: 1700 - 2000 USD Per month Apply To This Job