Guest Concierge Team Lead

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. 

We are seeking a confident, highly organized, and bilingual Administrative and Guest Services Representative – Team Lead to join our growing team. This pivotal role blends exceptional customer service with efficient administrative support to ensure our guests and homeowners receive the best experience possible. As a Team Lead, you will also support internal staff, manage daily workflows, and contribute to the continued success of our property portfolio.

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Key Responsibilities:

Internal Support & Admin:

• Sort and prioritize incoming emails (guest vs. owner; emergency vs. non-emergency).

• Escalate urgent issues to local staff and assign routine tasks internally.

• Maintain thorough and detailed shift notes to ensure smooth transitions between shifts.

Guest Services:

• Promptly and enthusiastically assist guests with booking inquiries via phone, email, and chat.

• Follow up with potential guests, clear inboxes and voicemails at shift start.

• Become an expert on all properties in the portfolio and local attractions.

• Support in-house guests with common issues (e.g. lockboxes, Wi-Fi, directions).

• Enter maintenance work orders and assist with housekeeping schedules.

• Troubleshoot tech issues related to smart thermostats, TVs, A/C systems, etc.

• Escalate guest emergencies when needed and log all interactions with accuracy.

Seasonal & Project-Based Tasks (as time allows):

• Support owner outreach and new property acquisition efforts.

• Onboard new properties into internal systems and booking platforms.

• Audit and update property listings, calendars, and seasonal details.

• Oversee off-season maintenance tracking and scheduling (deep cleans, pest control, etc.).

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Required Skills & Qualifications:

• Bilingual (English/Spanish) – Strong written and verbal skills in both languages

• Prior experience in customer service supervision or team lead role

• Exceptional communication and organizational skills

• Calm under pressure; able to diffuse tense situations with professionalism

• Tech-savvy with the ability to learn new software quickly

• Strong attention to detail and a proactive work ethic

• Knowledge of hospitality or vacation rental industry a plus

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Preferred Experience:

• Familiarity with property management software

• Prior experience in guest services, hospitality, or vacation rentals

• Background in remote customer support or administrative roles