Own the day-to-day operations of Flamingo's nationwide marketplace
Ensure customer requests are fulfilled
Ensure providers respond quickly to requests
Ensure bookings are completed successfully
Ensure marketplace activity continues to grow
Monitor all incoming marketplace requests and ensure provider responses happen within defined SLAs
Manually reach out to providers when requests have not received responses within the required timeframe
Contact providers through Phone calls, SMS, Email, and In-app messaging
Follow up until requests are accepted, declined, or resolved
Escalate high-priority or at-risk requests internally
Ensure no customer request goes unanswered
Solve day-to-day marketplace operational issues
Manage bookings that require hands-on operational coordination
Help activate new marketplace customers and drive booking activity

1+ years of experience in marketplace operations
1+ years of experience in customer success
1+ years of experience in customer support
1+ years of experience in account management
1+ years of experience in hospitality
Strong communication skills across Phone, Email, Text, Live messaging
Highly organized with the ability to manage many moving parts simultaneously
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

Marketplace Operations Manager / Customer Success Manager

Key skills