Remote Marketplace Operations & Customer Success Lead

OpenKrill; United States; Remote; USD 19,000 - 22,000; Full time

Benefits offered by this job

Fully remote work

Flexible hours

High ownership

Cross-functional exposure

Professional growth

Travel opportunities

Job summary

OpenKrill is seeking a Marketplace Operations Manager / Customer Success Manager based in Mexico for a fully remote role. You will manage daily marketplace activity connecting residents with event hosts and service providers, ensuring timely responses and successful bookings while resolving issues and optimizing supply and demand.

You willactivate new customers, improve provider coordination, and drive marketplace growth through performance tracking and cross-functional collaboration in a

Qualifications

• At least one year of experience in marketplace operations or related fields.
• Strong written and verbal communication across multiple channels.
• Excellent organizational skills to manage multiple requests and deadlines.
• Proactive ownership mentality; ability to follow issues to resolution.
• Calm under pressure; capable of prioritizing urgent requests in a fast-paced startup.
• Detail-oriented with accurate records and scheduling coordination.
• Customer-first mindset; focus on positive experiences for customers and providers.
• Ability to work autonomously in a fully remote environment.
• Experience with event marketplaces, gig marketplaces, or concierge-style roles is a plus.
• Familiarity with HubSpot, Intercom, Zendesk, Slack, ClickUp, or Notion is a plus.
• Experience supporting both B2B and B2C customers is a plus.

Responsibilities

• Monitor incoming customer requests and ensure provider responses within SLA.
• Contact providers by phone, SMS, email, or in-app messaging when responses delay.
• Own operational challenges including cancellations, pricing issues, and miscommunications.
• Coordinate complex bookings, confirm logistics, and share necessary details with providers.
• Source backup providers and manage refunds or rescheduling to minimize failed bookings.
• Activate new customers, guide marketplace navigation, and drive first bookings.
• Engage inactive accounts to encourage repeat bookings and usage.
• Identify supply gaps across cities and categories; collaborate with recruiting teams.
• Monitor provider responsiveness and flag underperforming providers.
• Track SLA compliance, fulfillment rates, satisfaction, and repeat booking growth.
• Collaborate with success, support, sales, recruiting, product, and leadership on improvements.
• Document recurring challenges and contribute to workflow and process enhancements.

Skills

Communication skills

Organizational skills

Ownership mindset

Remote work capability

Attention to detail

Customer-first mindset

Tools

HubSpot

Intercom

Zendesk

Slack

ClickUp

Notion

Job description

OpenKrill is seeking a Marketplace Operations Manager / Customer Success Manager based in Mexico for a fully remote role. You will manage daily marketplace activity connecting residents with event hosts and service providers, ensuring timely responses and successful bookings while resolving issues and optimizing supply and demand.

You willactivate new customers, improve provider coordination, and drive marketplace growth through performance tracking and cross-functional collaboration in a