Vacation Rental Customer Support

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. 

Key Responsibilities:

Customer Support:

• Provide exceptional customer service to vacation rental guests during every interaction by applying established principles and standards.
• Answer guest calls and quickly determine their needs as well as the best person in the company available to help them.
• Process, modify and cancel existing reservations with a great level of accuracy and efficiency
• Collect outstanding payments owed from guests.
• Effectively communicate any pre-arrival issues to guests such as nearby construction, road closures, amenity changes, etc.
• Be the first line of defense for any conflicts that may arise with guests.
• Update and maintain all reservation documents and correspondence
• Coordinate any travel partner and OTA escalations.
• Assist all other vacation rental departments as needed with a high level of responsiveness and professionalism.
• Handle customer escalations, provide appropriate solutions and alternative options in a timely manner.

Qualifications: 

1.You have at least 4 years of e-commerce Customer Service experience, preferably in the Hospitality industry
2.You always put customers first and truly care about their needs
3.You have proven organizational skills which are reflected in effective prioritizing, multitasking, follow-up and ultimate delivery on commitments
4.You have excellent written and verbal communication skills and you enjoy talking on the phone
5.You go above and beyond for your customers and offer exceptional customer service
6.You are calm and collected when unexpected situations arise and you can confidently find creative solutions to issues as they arise
7.You have a positive attitude and adapt easily to a fast-paced working environment and ever changing industry.