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.
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:
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Resident events marketplace
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Concierge services marketplace
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Thousands of event hosts and service providers nationwide
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Resident app
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Surveys & feedback tools
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Digital resident guide
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Resident engagement tools
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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.
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:
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Marketplace operations
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Customer activation
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Provider coordination
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Manual fulfillment support
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Marketplace quality control
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Operational problem-solving
You will work directly with:
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Property managers
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Event hosts
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Concierge service providers
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Internal recruiting and support teams
This is a highly operational role that requires urgency, persistence, strong communication skills, organization, and an ownership mentality.
Monitor all incoming marketplace requests and ensure provider responses happen within defined SLAs.
Responsibilities include:
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Manually reaching out to providers when requests have not received responses within the required timeframe
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Contacting providers through:
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Phone calls
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SMS
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Email
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In-app messaging
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Following up until requests are accepted, declined, or resolved
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Escalating high-priority or at-risk requests internally
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Ensuring no customer request goes unanswered
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100% of marketplace requests receive a provider response within target SLA window
Solve day-to-day marketplace operational issues.
Examples include:
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No provider availability
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Last-minute cancellations
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Scheduling conflicts
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Customer complaints
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Provider no-shows
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Incorrect pricing
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Event execution issues
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Communication breakdowns
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Refund or rescheduling coordination
You are expected to take ownership until the issue is fully resolved.
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Maintain high marketplace completion and customer satisfaction rates
Manage bookings that require hands-on operational coordination.
Responsibilities include:
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Coordinating schedules between customers and providers
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Helping source backup providers
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Managing complex or custom event requests
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Confirming logistics before scheduled events
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Ensuring providers have all required event details
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Personally managing high-touch bookings when necessary
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Reduction in failed or canceled bookings
Help activate new marketplace customers and drive booking activity.
Responsibilities include:
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Reaching out to newly created marketplace accounts
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Assisting customers with:
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First booking
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Marketplace navigation
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Event recommendations
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Questions or concerns
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Following up with inactive accounts
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Encouraging repeat bookings
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Helping customers understand marketplace offerings and capabilities
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Increase percentage of newly created accounts that complete a booking within 30 days
Work closely with marketplace recruiting teams to identify supply gaps.
Responsibilities include:
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Identifying cities, categories, or service types with insufficient provider coverage
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Reporting provider shortages or quality issues
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Tracking fulfillment challenges by market
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Helping prioritize recruiting needs based on demand trends
Examples:
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Not enough DJs in Dallas
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Lack of yoga instructors in Denver
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No house cleaning providers in a specific region
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Reduction in unfulfilled requests caused by provider shortages
Help maintain a high-quality marketplace experience.
Responsibilities include:
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Monitoring provider responsiveness
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Flagging underperforming providers
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Tracking repeat customer complaints
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Helping ensure providers follow marketplace standards
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Reviewing operational patterns and identifying process improvements
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Helping improve provider response times and booking quality
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Maintain high provider responsiveness and customer satisfaction scores
Work closely with:
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Customer Success
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Support
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Sales
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Marketplace Recruiting
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Product
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Leadership
You will provide operational feedback and identify recurring marketplace issues that need process or product improvements.
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1+ years of experience in:
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Marketplace operations
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Customer success
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Customer support
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Account management
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Hospitality
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Events
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Operations
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Vendor coordination
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SaaS or marketplace environments
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Strong communication skills across:
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Phone
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Email
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Text
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Live messaging
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Highly organized with the ability to manage many moving parts simultaneously
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Comfortable handling urgent operational issues under pressure
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Ownership mentality - you proactively solve problems and take responsibility for outcomes
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Strong follow-through and persistence
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Comfortable working in a fast-paced startup environment
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Strong attention to detail
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Ability to work independently in a remote environment
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Experience working with:
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Event marketplaces
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Gig marketplaces
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Vendor coordination
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Property management
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Hospitality operations
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Concierge services
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Experience with tools such as:
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HubSpot
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Intercom
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Zendesk
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Slack
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ClickUp
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Notion
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Experience working with both B2B and B2C customers
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Provider Response SLA Compliance
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100% of requests receive provider response within target timeframe
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Marketplace Fulfillment Rate
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High percentage of requests successfully fulfilled
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Customer Activation
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Increase first-time bookings from newly created accounts
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Customer Satisfaction (CSAT)
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Resolution Time
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Resolve operational marketplace issues quickly and effectively
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Provider Coverage
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Reduce supply gaps across key markets and categories
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Repeat Booking Growth
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Increase repeat marketplace usage from existing customers
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Marketplace Responsiveness
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Maintain low backlog of unresolved requests
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Internal Operational Feedback
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Consistently identify and document operational improvement opportunities
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Work at a fast-growing startup transforming resident retention in multifamily
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High ownership role with visibility across the business
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Opportunity to directly impact marketplace growth and customer experience
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Fully remote team with flexible hours
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Fast-paced startup environment with significant growth opportunities
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Work across both software and marketplace operations
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Competitive compensation and growth potential
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Travel opportunities for conferences and team retreats
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Mission-driven and collaborative culture
