Client Experience & Business Operations Coordinator

 

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. 

 

What This Role Is About:

We’re looking for a Client Experience & Business Operations Coordinator to play a key role in managing communication between homeowners and our internal teams. This position ensures smooth homeowner interactions, accurate CRM management, and operational efficiency across both the Client/Homeowner Experience and Business Development departments.

You’ll help maintain our reputation for professionalism, responsiveness, and care - while supporting internal teams with the data and reporting they need to grow the business.

Your Main Responsibilities:

Client and Homeowner Communication (Primary Focus)

• Manage shared inboxes and CRM systems (HubSpot, Front, Mail Chimp, Beyond, Breezeway, Vintory), ensuring all inquiries are responded to promptly and routed correctly.
• Draft and distribute property owner updates, newsletters, and communications.
• Maintain accurate homeowner contact records and databases.
• Track and report on homeowner experience metrics, including response times and satisfaction scores.
• Prepare and format monthly homeowner communication summaries and reports.

Business Development Support

• Support the BD team by tracking, qualifying, and organizing incoming leads.
• Keep CRM pipelines up-to-date with lead status and activity.
• Prepare weekly reports on lead conversion, pipeline health, and outreach performance.
• Assist in scheduling discovery calls, demos, and internal follow-up meetings.
• Coordinate cross-departmental handoffs between marketing and sales teams.Administrative & Reporting

• Compile and distribute performance summaries for leadership (homeowner satisfaction, BD conversion rates, and operational efficiency).
• Ensure data accuracy across all systems and documentation.

Mandatory Reporting Requirements

You will be responsible for compiling and reporting the following weekly and monthly metrics:

• homeowner and lead response times.
• Accuracy and completeness of CRM data.
• Satisfaction and feedback summaries from homeowners and homeowners.
• Efficiency metrics for BD support (reports delivered, meetings scheduled, data accuracy).

What We’re Looking For:

Core Skills & Experience

• Excellent written and verbal English communication skills.
• 2+ years in administrative, homeowner-facing, or CRM-based support roles.
• Strong attention to detail, multitasking, and organization.
• Empathetic, professional communication style suited to homeowners and internal stakeholders.
• Self-motivated and comfortable working remotely.

Technical Proficiency

• Experience with CRM tools such as HubSpot, Vintory, or Front.
• Proficient in Google Workspace or Microsoft Office Suite.
• Strong reporting and data analysis capabilities (Sheets, Excel).

Nice to Haves:

• Prior experience in the vacation rental or property management industry (Guesty).
• Familiarity with business development, marketing automation, or customer support tools.
• Understanding of homeowner communication best practices and satisfaction metrics.

Availability & Flexibility

• Standard Monday–Friday schedule with occasional flexibility for time zone coordination.
• Occasional meeting participation outside core hours may be required to align with global teams.

Technical Requirements:

• Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
• i5 11th Gen or higher
• Windows 11 / 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)

Why You’ll Love Working with Us: (PH Only)

• Competitive Salary — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities.
• Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute.
• Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being.
• HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.