Marketplace Operations Lead

Job Summary

Brighter Day Services is an early-stage startup based in Maryland, founded in September 2024. We run a home services marketplace: customers book cleaning and property services with us online, and independent service professionals, whom we call Pros, choose the jobs they want and complete them. Every job is backed by the Brighter Day Guarantee, and we serve homes and businesses across Maryland and parts of Delaware.

Our goal is to be the most trusted home services platform in the Mid-Atlantic, starting in Maryland. Booking a trusted Pro should be as easy as ordering a ride or a delivery.

We are hiring a Marketplace Operations Lead to run the marketplace day to day as the CEO’s right hand. A marketplace only works when both sides are healthy: enough Pros to do the work, and enough customers booking it. This role owns both. You will have clear written targets, a daily rhythm and real authority to act, without someone looking over your shoulder.

Duties

• Contact new Pro applicants within one business day, run orientation sessions and guide each one through the agreement, background check and activation.
• Keep enough active Pros in each service area to cover customer demand.
• Monitor open jobs and make sure posted jobs are accepted on time.
• Serve as the main point of contact for Pros: answer questions, share platform updates and resolve issues.
• Handle service concerns under the Brighter Day Guarantee, including redo requests and disputes.
• Answer customer leads within 15 minutes during your shift, then quote, book and confirm residential jobs.
• Turn one-time customers into recurring clients, follow up with past customers and ask for reviews.
• Log every call, message and outcome in company systems the same day.
• Send a short end-of-shift report and tell the CEO what is working, what isn’t and what you would change.

Skills

• Two or more years in recruiting, inside sales, customer service, dispatch or operations coordination.
• A track record of producing results with little supervision.
• Comfortable making and taking calls all day, and able to build trust quickly.
• Strong follow-through: when something is scheduled, it happens, and the outcome gets logged.
• Able to keep a recruiting pipeline and a sales pipeline moving at the same time.
• Quick to learn new software. We use BookingKoala, RingCentral, Microsoft Teams and Connecteam.
• Reliable attendance for every scheduled shift in Salisbury.
• A plus: Spanish and English, startup experience, or experience with a marketplace or gig platform.

Schedule

• 25 hours a week, Monday to Friday, in our Salisbury office. Hybrid eligibility after 90 days, based on results.
• Eight paid company holidays, plus unpaid personal leave and Maryland sick and safe leave.

Our Interview Process

This role is central to our company, so we hire for it carefully. Expect four steps over about two weeks: your application with three short written questions, a phone screen, a panel interview, and a final in-person interview with our CEO. Any offer is contingent on a background check. We will tell you where you stand after every step.

Join us at the beginning and help build how this company runs.

Brighter Day Services is an equal opportunity employer.

Pay: $17.00 - $20.00 per hour

Expected hours: 15.0 – 25.0 per week

Benefits:

• Flexible schedule

Application Question(s):

• Are you comfortable making and taking phone calls for most of your shift?
• Are you willing to complete a background check?

Experience:

• Recruiting: 2 years (Required)
• Inside sales: 2 years (Required)
• Customer service: 2 years (Required)
• dispatch or operations coordination: 1 year (Preferred)

Language:

• Spanish (Preferred)

Ability to Commute:

• Salisbury, MD 21801 (Required)

Work Location: In person

Salary : $17 - $20