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.
This role plays a crucial role in delivering exceptional customer service, managing reservations, and providing back-office support for vacation rental operations. The ideal candidate should have strong communication skills, the ability to multitask, and a customer-centric mindset, with a focus on creating a seamless experience for both guests and internal teams. The role requires the ability to work independently in a remote setting while handling various virtual tasks, including inquiries, bookings, and issue resolution.
Key Responsibilities:
Guest Services:
- Act as the primary point of contact for guests, delivering top-tier customer service via email, phone, text, chat, and other virtual platforms.
- Assist guests in selecting the perfect property for their stay and provide recommendations regarding local attractions, amenities, and troubleshooting.
- Handle all guest inquiries, ensuring timely follow-ups, including calls and clearing inboxes/voicemails at the start of shifts.
- Become familiar with the portfolio of properties, offering expert advice on the homes and their amenities.
- Address in-house guest issues, such as lockbox or Wi-Fi problems, and ensure maintenance tickets are created for necessary repairs.
- Escalate emergency guest concerns to the local staff promptly, ensuring detailed shift activity records are maintained for efficient communication with teams.
Problem Resolution:
- Address and resolve guest issues in a timely and efficient manner, offering solutions that ensure a positive guest experience and satisfaction.
Guest Feedback Management:
- Collect, analyze, and report guest feedback to identify opportunities for service improvement and increase overall guest satisfaction.
Reservation Management:
- Oversee the complete reservation process: booking, confirmations, cancellations, and changes as needed.
- Collaborate with guests to understand their preferences and suggest properties that meet their requirements.
- Ensure smooth check-ins and check-outs, providing support and answering any guest questions along the way.
Back Office Support:
- Assist with administrative duties such as data entry, record-keeping, and documentation management.
- Support internal teams with coordination of housekeeping, maintenance schedules, and vendor activities.
- Onboard new properties into the system, ensuring details are accurate and calendars are synchronized.
- Regularly audit listings across all platforms for accuracy in property details, photos, and seasonal changes.
Internal Communications and Coordination:
- Maintain consistent communication with internal teams, guests, and property owners.
- Collaborate with housekeeping, maintenance, and vendor teams to support smooth operations across all properties.