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.

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.