About Us
We’re Extenteam, a dynamic company revolutionizing the short term vacation rental industry. Our proven business model has generated consistent revenue, and we are now expanding from a professional services model to a scalable tech-based subscription-first model.
As a scaling stage startup, we aim to grow our Monthly Recurring Revenue (MRR) to double our revenue by January 2026 by providing an AI assisted SaaS platform that works for all short term rental businesses regardless of their size.
Extenteam is on a mission to streamline and support vacation rental businesses by providing top-notch solutions, including guest communication and property management support.
We generate revenue through two primary streams:
- Dedicated Team Members: Providing trained overseas talent with a recurring premium model, replacing one-time recruitment fees.
- Tailwind - SaaS Platform: A guest communication Software blended with our shared services team, supporting smaller operators typically with less than 50 units - helping Extenteam increase profitability while growing our product market fit and expanding TAM and service levels.
Extenteam is a small but mighty team of 50 consisting of Sales, Partner Success, Marketing, HR & Recruiting, Engineering, Product and Admin (IT, Data etc). We are spread out across the world but we have hubs in Miami, LA, Medellin, and actively expanding into Europe. Our 50 people core team is supported by 400+ DTMs (dedicated team members) that are servicing our customers.
Our Values:
- Commitment to Excellence: Continuously raising the bar and setting new standards in guest communications and service delivery.
- Exceptional Collaboration: Thriving in a fast-paced, high-performance environment built on clear communication and teamwork.
- Unified Purpose: Aligning behind a shared mission to drive success with an intense focus. One shared consciousness.
- Data-Driven Decision-Making: Prioritizing data and results over emotions when making objective, professional decisions.
- Emphasis on Details: Details matter at every level. Leaders are expected to have a deep understanding of the specifics and adopt a hands-on management style.
Our Leadership Philosophy
Our company embraces a management style inspired by the ideals of "founder mode," as championed by Airbnb’s Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture.
To learn more about the "founder mode" philosophy and how it shapes our operations, you can explore this link. Understanding this mindset will provide valuable context for how we operate and what we value in our team members.
Position Summary
We are seeking a Customer Service Representative to join the Tailwind team. You will support guests and partners via chat, email, and occasional calls, resolving inquiries quickly, thoroughly, and professionally. The ideal candidate is proactive, detail-oriented, tech-savvy, and ready to work in a dynamic, fast-paced environment.
Key Responsibilities
- Respond to inbound chats, emails, and calls from guests and partners
- Make outbound follow-up calls when clarification or issue resolution is needed
- Troubleshoot basic issues and escalate complex problems appropriately
- Log interactions accurately and maintain clear records for future reference
- Identify recurring problems and tag key stakeholders, especially in the case of complaints
- Contribute to the knowledge base by identifying gaps and making updates
- Update the health score of partners on a regular basis, ensuring timely visibility into partner satisfaction and operational status
- Meet or exceed individual and team KPIs related to response time, resolution, and customer satisfaction
Required Qualifications
- Minimum 2 years of experience in a customer service or support role
- Excellent verbal and written English communication skills
- Strong problem-solving skills and ability to adapt to different types of customers
- Comfortable with multitasking across multiple software platforms
- Willingness to work weekends (with the option to skip one weekend per month if needed)
Key Performance Indicators (KPIs)
All KPIs apply within scheduled business hours:
- Customer Satisfaction Score (CSAT) – Target: 90%+
(Measures guest/partner satisfaction with the specific support interaction) - First Contact Resolution (FCR) – Target: 75–80%
(Percentage of issues resolved without follow-up or escalation) - Average Handling Time (AHT) –
- Target:
- Basic Inquiries:
- Chat: 5 minutes
- Phone: 5 minutes
- Email: <1 hour
- Escalated Inquiries:
- Chat/Phone: <15 minutes
- Email: <2 hours
- Basic Inquiries:
- Target: