Marketplace Operations Manager / Customer Success Manager
New
J
JobgetherMarketplace operations
Based in MexicoFull-TimeManager
Salary1,700 - 2,000 USD per month
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Job Details
- Experience
- 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.
- Required Skills
- Customer SuccessHubSpotSlackZendeskCustomer support
Requirements
- 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 across phone, email, text, and live messaging channels.
- Ability to manage multiple requests, bookings, deadlines, and follow-ups simultaneously.
- Persistence in taking ownership of issues through resolution.
- Ability to remain calm under pressure, prioritize urgent requests, and make practical decisions.
- Strong attention to detail when coordinating bookings, schedules, logistics, and records.
- Customer-first approach when supporting customers and service providers.
- Ability to work autonomously and maintain productivity in a fully remote environment.
- Preferred: Experience with event marketplaces, gig marketplaces, property management, hospitality operations, vendor coordination, or concierge services.
- Preferred: Familiarity with HubSpot, Intercom, Zendesk, Slack, ClickUp, or Notion.
- Preferred: Experience supporting both B2B and B2C customers.
Responsibilities
- Monitor customer requests and ensure providers respond within the established SLA timeframe.
- Follow up with providers by phone, SMS, email, or in-app messaging until requests are resolved.
- Resolve operational issues, including provider unavailability, cancellations, scheduling conflicts, complaints, no-shows, incorrect pricing, and communication breakdowns.
- Coordinate complex bookings, customer and provider schedules, event logistics, and booking details.
- Source backup providers and coordinate refunds, rescheduling, or other solutions for at-risk bookings.
- Activate new customers by guiding them through the marketplace and helping them complete a first booking.
- Follow up with inactive customers, respond to questions, and encourage repeat bookings.
- Identify provider coverage gaps and collaborate with recruiting teams to prioritize supply needs.
- Monitor provider responsiveness, recurring complaints, and marketplace quality standards.
- Track operational metrics and share recurring issues and improvement recommendations with cross-functional teams.
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