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