Marketplace Operations Manager / Customer Success Manager

Accountabilities:: As Marketplace Operations Manager / Customer Success Manager, you will oversee day-to-day marketplace performance, proactively resolve fulfillment challenges, and help customers successfully engage with available services. Your responsibilities will include: Marketplace request management: Monitor incoming customer requests and ensure every request receives a provider response within the established service-level agreement (SLA) timeframe. Provider follow-up: Contact providers by phone, SMS, email, or in-app messaging when responses are delayed, following up until each request is accepted, declined, or otherwise resolved. Issue resolution: Take ownership of operational challenges, including provider unavailability, last-minute cancellations, scheduling conflicts, customer complaints, no-shows, incorrect pricing, and communication breakdowns. Booking coordination: Manage complex or high-touch bookings, coordinate schedules between customers and providers, confirm event logistics, and ensure providers have all necessary details. Contingency management: Source backup providers when necessary and coordinate refunds, rescheduling, and other solutions to minimize failed or canceled bookings. Customer activation: Reach out to newly registered customers, guide them through marketplace navigation, recommend relevant services, and help them complete their first booking. Customer engagement and retention: Follow up with inactive accounts, address customer questions, and encourage repeat bookings and continued marketplace usage. Provider coverage: Identify shortages across cities, service categories, and provider types, and collaborate with recruiting teams to prioritize supply gaps based on demand. Marketplace quality control: Monitor provider responsiveness, flag underperforming providers, track recurring complaints, and help ensure marketplace standards are consistently met. Performance monitoring: Track key operational metrics, including SLA compliance, fulfillment rates, customer satisfaction, resolution times, provider coverage, and repeat booking growth. Cross-functional collaboration: Work with customer success, support, sales, marketplace recruiting, product, and leadership teams to communicate recurring issues and recommend operational improvements. Process improvement: Identify patterns in marketplace activity, document recurring challenges, and contribute feedback that improves workflows, service quality, and the overall customer experience. Requirements: The ideal candidate is an organized, persistent, and resourceful professional who enjoys solving operational problems, coordinating multiple stakeholders, and ensuring customers receive reliable service. You should be comfortable working independently, responding to urgent issues, and taking responsibility for outcomes. Key qualifications include: At least one year of experience in marketplace operations, customer success, customer support, account management, hospitality, events, operations, vendor coordination, SaaS, or a related environment. Strong written and verbal communication skills across phone, email, text, and live messaging channels. Excellent organizational skills and the ability to manage multiple requests, bookings, deadlines, and follow-ups simultaneously. A proactive ownership mentality, with the persistence to follow issues through to resolution rather than simply escalating them. Ability to remain calm under pressure, prioritize urgent requests, and make practical decisions in a fast-paced environment. Strong attention to detail when coordinating bookings, confirming schedules, communicating logistics, and maintaining accurate records. A customer-first mindset and commitment to delivering a positive experience for customers and service providers. Ability to work autonomously and maintain productivity in a fully remote environment. Comfort working in a fast-moving startup where processes may evolve as the marketplace grows. Preferred: Experience with event marketplaces, gig marketplaces, property management, hospitality operations, vendor coordination, or concierge services. Preferred: Familiarity with tools such as HubSpot, Intercom, Zendesk, Slack, ClickUp, or Notion. Preferred: Experience supporting both business-to-business (B2B) and business-to-consumer (B2C) customers. Benefits: Salary: USD $1,700–$2,000 per month. Employment type: Full-time position. Work arrangement: Fully remote. Flexible hours: Flexibility to organize your work while ensuring operational requests are handled within required response times. High ownership: Take responsibility for critical marketplace operations and make a visible contribution to business performance. Direct business impact: Improve customer satisfaction, booking completion, provider responsiveness, and marketplace growth. Startup environment: Work in a fast-paced, collaborative team with opportunities to contribute ideas and improve processes. Cross-functional exposure: Gain experience across customer success, marketplace operations, software, and provider management. Professional growth: Opportunities to develop your skills and take on greater responsibilities as the business expands. Travel opportunities: Potential to attend industry conferences and team retreats. Mission-driven culture: Contribute to a platform focused on improving resident engagement and retention in multifamily housing.