Customer Success Specialist

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. 

Summary 

This position focuses on delivering outstanding customer support and reports to the Guest Support Manager while also assisting the Partnerships Lead. As the primary point of contact on weekends, you will provide exceptional service to our guests and clients. Additionally, you will collaborate closely with our remote Guest Support team (GCSP) to review their responses and offer ongoing feedback, ensuring that all interactions reflect our OVR culture and tone. The Guest Support team collaborates with the Partnerships and Operations teams to meet company goals.

Essential Duties and Responsibilities

• Serve as primary weekend point of contact for the remote Guest Support team. Answer questions and provide coaching through various communication channels (Guesty, Clickup, OpenPhone, etc.). Manage any escalated guest issues to reach a resolution and ensure we are offering outstanding guest support.

• Support Partnerships Team by serving as weekend point of contact for Clients’ questions and requests. Monitor OpenPhone and provide professional, timely and accurate service to address Client questions and requests. Document and relay messages to the Partnerships Lead for follow-up. 

• Assist the Guest Support Manager in executing on strategy to achieve 5-star guest ratings. Monitor and review all guest interactions, audit for quality, and provide feedback to optimize.

• Analyze guest ratings and feedback and identify opportunities so we can make necessary improvements to raise our guest ratings. This can include improvement recommendations to our communication strategy, the vacation rental homes, marketing listings, or internal resources.

• Work closely with the Office Coordinators to ensure all guest questions are answered in a timely manner, to completion and any problems are resolved quickly. Monitor and follow-up to close loops.

• Build and maintain business relationships and open lines of communication with other internal support teams.

• Meet and maintain KPIs such as guest satisfaction, client NPS, accuracy, and efficiency.

• Hold the team and yourself accountable to meet and maintain GOLD Standard in OVR Performance Standards across 10 key areas. Professional + Ethical Behavior, Service Excellence, Adaptability + Problem-Solving, Positivity + Fun, Accountability, Time Management, Efficiency + Productivity, Teamwork, Effective Communication, and Professional Development + Innovation.

Knowledge, Skills and Experience

• 2+ years of Customer Service experience demonstrating exceptional customer service through both written and verbal communication with guests.

• Proven ability to navigate problems with a cool, calm, and collected attitude. 

• Strong attention to detail and critical thinking skills.

• Ability to work well under pressure in an agile, fast-paced environment. 

• Excellent time management skills with the ability to change activity frequently and cope with interruptions.

• Technical computer skills are required on all forms of hardware - laptops, tablets, and mobile devices.

• Professional in all forms of communication such as email, phone calls, video calls, and texts.

• Proven ability to be both highly responsive and reliable.

• Availability to work Sunday through Saturday, early mornings and evenings as needed. 

• Adhere to all company policies and procedures.