Marketplace Onboarding Operations Specialist
Duties A leading global travel and experiences marketplace is looking for a Host Success / Onboarding Specialist to support the AMER acquisitions team for its Experiences product. This is not a traditional customer support role. You will sit at the intersection of internal acquisition reps, technical teams, and external hosts, acting as the go-to problem solver who unblocks issues during the onboarding and post-publish funnel. Your primary clients are internal team members who pull you in to investigate, troubleshoot, and resolve issues so they can stay focused on bringing new hosts onto the platform. You will also have direct contact with hosts (creators, individual operators, and small businesses) when needed to communicate solutions clearly and with empathy.
What You Will Do
Function as a "solution detective," sitting between cross functional leads, technical teams, and acquisition reps to investigate and resolve host related issues end to end. Translate complex technical issues into clear, easy to understand summaries and instructions for both internal stakeholders and hosts. Communicate directly with hosts via email, video call, or Zoom (approximately 25% of your time) to walk them through issues, resolutions, and best practices. Track tickets, maintain accurate data hygiene across all systems, and report out on host needs and trends with a solution oriented mindset. Build and maintain a knowledge base of common issues and resolutions, contributing to ongoing process improvements. Partner with scaled operations teams to implement small scale changes that reduce friction in the acquisition and onboarding funnels. Stay current on best practices and acquisition team trainings to ensure your communications, templates, and documentation are accurate and up to date. Must Haves Bachelor's degree or equivalent experience in a related field. 1 to 2+ years of customer facing experience in sales, customer support, or partnerships operations, demonstrating the ability to communicate effectively with external stakeholders. Strong problem solving ability with a proven track record of independently investigating and resolving issues, not just logging tickets. Demonstrated ability to thrive in ambiguity, pivot quickly, and act as a self starter. Detail oriented with strong organizational and project management skills. Ability to keep cross functional colleagues updated and aligned. Accountability for results with a proven ability to deliver against KPIs and business targets. Preferred qualifications Experience at a marketplace or travel platform such as a global accommodations site, tours and activities platform, rideshare, peer to peer rental, or large online marketplace. Experience at a major consumer tech or social platform in a customer service, quality, or operations capacity. Data analysis expertise, including the ability to pull insights, identify trends, and support strategic decision making. Experience navigating a technically complex platform and translating tech speak into plain language. Exposure to working with creators, individual operators, or small business hosts. 2+ years in either content, acquisition, customer support or partnerships operations; working as the go-between across business & tech functions. Bachelor's degree or equivalent experience in related fields. Experience navigating a technically complex platform Ability to translate tech speak into easy to understand summaries & instructions Accountability for results – with a proven ability to deliver against KPIs & business targets Demonstrated ability to thrive in ambiguity, pivot quickly, and be motivated by changing circumstances, consistently acting as a self-starter. Solution-oriented mindset, innovative problem-solving and a proactive approach to addressing challenges. Role Details Contract type: 8 months, with potential extension based on program timelines and team needs. Hours: Full-time, 40 hours per week. PST timezone required. Location: US-based, remote. Apply To This Job