Marketplace Operations Manager / Customer Success Manager

Flamingo Resident Retention Platform; Estado de México; Vor Ort; MXN 435.616 - 784.108; Vollzeit

Benefits dieser Stelle

Competitive compensation

Flexible hours

Travel opportunities for conferences and team retreats

Zusammenfassung

Flamingo Resident Retention Platform is looking for a Marketplace Operations & Customer Activation Specialist in Mexico City. Your role will involve managing marketplace requests, ensuring all customer queries receive timely responses, and resolving operational issues efficiently.

A strong candidate will have over a year of experience in related roles and excellent communication skills. This is a fully remote position with significant growth opportunities in a dynamic startup environment.

Qualifikationen

• 1+ years of experience in marketplace operations, customer success, or account management.
• Experience in a fast-paced startup environment.
• Ability to manage many moving parts simultaneously.

Aufgaben

• Ensure provider responses happen within defined SLAs.
• Resolve day-to-day operational issues quickly.
• Help increase newly created accounts completing bookings.

Kenntnisse

Strong communication skills across phone, email, text, and live messaging

Highly organized

Proactively solve problems

Strong attention to detail

Tools

HubSpot

Zendesk

ClickUp

Jobbeschreibung

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

• Marketplace Platform
• Resident events marketplace
• Concierge services marketplace
• Thousands of event hosts and service providers nationwide
• Enterprise Software Platform
• Resident app
• Surveys & feedback tools
• Digital resident guide
• Resident engagement tools
• Communication & retention features

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 actively manage 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.

Key Responsibilities

Marketplace Request Management

• 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
  • Phone calls
  • SMS
  • Email
  • 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.

Success Metric: 100% of marketplace requests receive a provider response within target SLA window.

Marketplace Operations & Problem Resolution

• Resolve day‑to‑day marketplace operational issues such as provider availability, cancellations, scheduling conflicts, complaints, no‑shows, incorrect pricing, event execution issues, communication breakdowns, and refund or rescheduling coordination.
• Take ownership until the issue is fully resolved.

Success Metric: Maintain high marketplace completion and customer satisfaction rates.

Manual Event & Service Coordination

• Coordinate schedules between customers and providers.
• Help source backup providers and manage complex or custom event requests.
• Confirm logistics before scheduled events and ensure providers have all required details.
• Personally manage high‑touch bookings when necessary.

Success Metric: Reduction in failed or canceled bookings.

Customer Activation & Marketplace Growth

• Reach out to newly created marketplace accounts.
• Assist customers with first booking, marketplace navigation, event recommendations, and questions or concerns.
• Follow up with inactive accounts, encourage repeat bookings, and help 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

• Identify cities, categories, or service types with insufficient provider coverage.
• Report provider shortages or quality issues and track fulfillment challenges by market.
• Help prioritize recruiting needs based on demand trends.

Success Metric: Reduction in unfulfilled requests caused by provider shortages.

Marketplace Quality Control

• Monitor provider responsiveness, flag underperforming providers, and track repeat customer complaints.
• Ensure providers follow marketplace standards and review operational patterns for process improvements.
• Help 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, and Leadership.
• 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, or SaaS/mar‑ketplace environments.
• Strong communication skills across phone, email, text, and live messaging.
• Highly organized and able to manage many moving parts simultaneously.
• Comfortable handling urgent operational issues under pressure.
• Ownership mentality: proactively solve problems and take responsibility for outcomes.
• Strong follow‑through and persistence.
• Experience 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, or concierge services.
• Experience with tools such as HubSpot, Intercom, Zendesk, Slack, ClickUp, or Notion.
• Experience working with both B2B and B2C customers.

Success Metrics

• Provider Response SLA Compliance – 100% of requests receive provider response within target timeframe.
• Marketplace Fulfillment Rate – High percentage of requests successfully fulfilled.
• Customer Activation – Increase first‑time bookings from newly created accounts.
• Customer Satisfaction (CSAT) – Maintain CSAT of 90%+.
• Resolution Time – Resolve operational marketplace issues quickly and effectively.
• Provider Coverage – Reduce supply gaps across key markets and categories.
• Repeat Booking Growth – Increase repeat marketplace usage from existing customers.
• Marketplace Responsiveness – Maintain low backlog of unresolved requests.
• Internal Operational Feedback – Consistently 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.