Remote Support Help Desk Associate

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. 

Job Description – Support Help Desk

• Perform analysis and review of business practices and completes requests appropriately meeting our Operations guidelines.
• Approve and change pricing when appropriate.
• Review applicant files, ensure all requirements are met, and sign leases.    
• Override screening in instances of false positive or if it’s the right business decision.
• Analyze any ledger corrections to the rent and other items.
• Ensure all applicant deposit refunds are done timely within the allowed parameters for full deposit refund.
• Partner with Revenue Management, Entrata Support Group, Regional Property Managers, Area Vice Presidents, and other business owners to analyze and approve various aspects of our business and other tasks as required.

Qualifications:

• Superior attention to detail.
• Ability to navigate a computerized data entry system or other relevant applications.  
• Dependability and proven ability to work independently.
• The ability to work in a fast-paced environment.
• History of building strong relationships with team members working in different locations.
• Advanced written and oral communication skills.
• Intermediate to Advanced skill set with Microsoft Office Suite, Entrata, PowerBI
• Bachelor’s Degree in a related field of study or equivalent relevant experience. At least, 1-3 years of related experience.
• Must be able to work one weekend day. Schedule may be flexible in the future.

TECHNICAL REQUIREMENTS:

• Internet speed minimum 30mbps:  Needs to be Wired (Buy a dongle if no LAN port)
• i5 8th Gen or higher
• Windows 10 / MacOS Catalina or higher
• Minimum of 8 GB RAM
• Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
• Back-ups in case of power or internet provider interruptions
• Good headset and webcam (preferably noise-canceling headset)