Marketplace Operations Manager​/Customer Success Manager

Position: Marketplace Operations Manager / Customer Success Manager

We are looking for a proactive, customer-focused operations professional to manage the daily activity of a growing nationwide marketplace connecting residents with event hosts and service providers. In this role, you will ensure customer requests receive timely responses, bookings are successfully completed, and operational issues are resolved efficiently. You will combine marketplace operations, customer activation, provider coordination, and quality control to deliver a seamless experience for both customers and service partners.

Working closely with property managers, providers, and internal teams, you will identify supply gaps, improve provider responsiveness, and encourage repeat bookings. Your impact will be measured through fulfillment rates, customer satisfaction, and marketplace growth. This fully remote opportunity offers significant ownership in a fast-paced startup environment focused on improving resident engagement and retention.

Accountabilities:

• 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:

• 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…