Owner Services

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:

This position will assist our team members in effectively managing owner communication for our short-term rental properties. Routine questions & concerns must be responded to in a timely manner with more detailed and specific situations funneled to the correct department to answer and/or resolve. Candidate must monitor shared inbox focused on owner relations to include incoming questions/concerns homeowners may have about their property and reservations to include marketing, maintenance, accounting and housekeeping issues/requests. This position also requires the candidate to receive and respond to incoming calls while accurately documenting conversations to provide updates to appropriate departments. Vendors will need to be reached out to regularly to coordinate scheduling and ensure requests have been completed. Candidate will relay updates to our team members via Microsoft Teams, emails and calls when necessary - in addition to maintaining owner communication log.

Your Main Responsibilities:

Take owner requests and funnel them to correct department so appropriate team member can resolve and/or follow up such as:

• Submitting work orders to the maintenance team and/or reaching out to vendors for owner requested maintenance and ensuring requests have been completed.

• Relaying housekeeping concerns from owner to housekeeping team. Also responsible for answering housekeeping related questions such as cost of cleans and linens services.

• Updating marketing team on owner requests such as interest in campaigns and proposed discounts.

• Confirming questions regarding payments, statements, refunds with accounting team and answering routine questions when needed.

• Relaying guest requests from Guest Services team for approval to include permitting special events, additional pets, requested discounts, reservation edits, refunds etc.

• Providing quotes for maintenance issues & projects for approval and following up with appropriate vendor for scheduling.

• Requesting approval from owner on inventory/furnishing updates that need to be made and coordinating this with inspections/housekeeping team.

Other tasks required:

• Inputting owner reservations and block calendar for maintenance, photoshoots, deep cleans etc.

• Cancelling reservations for owners/owner guests when needed.

• Daily inbox upkeep ensuring emails are filed away in correct folder.

• Maintaining daily log of owner communication for other team members to review and pick up as needed.

• Assisting with sending out mass emails on updates and owner newsletters.

• Monitoring rental calendars to update owner services team & marketing on properties with many vacancies to fill.

• Data entry such as creating & updating databases with property and owner specific information; to include keeping track of maintenance, upgrades, updates, requests, issues etc…

• Other special projects as assigned such as compiling notes into guides, editing templates, and creating reports.

What We’re Looking For:

• Must be highly articulate and able to handle a variety of incoming calls and emails. Frequent updates are required to homeowners and other team members on multiple different topics. This requires effective multi-tasking.

• Detailed responses must be tracked with updates provided in a timely, organized manner for other members to jump in as needed. Candidate must be thorough, and detail orientated.

• Responses must be professional for all forms of communication, even during situations of escalation. Exceptional literacy skills required and candidate must be comfortable speaking on the phone for long periods of time throughout the day.

• Candidate must be computer proficient and able to navigate a variety of property management software’s to effectively delegate and assist other departments. The use of Microsoft 365 products is required as well and familiarity with these products are also required.

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: 

• 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.