Operations 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. 

What This Role Is About:

We are looking for Operations Specialist for one of our Client. 

Your Main Responsibilities:

• Deliver excellent customer service by promptly addressing guest inquiries and concerns through various communication channels.

• Efficiently manage reservations, provide accurate pricing and policy information, and handle guest communications across multiple booking platforms.

• Resourcefully find property information and utilize maps and other tools to respond to location-specific inquiries.

• Utilize Streamline VRS property management software for reservations, guest communications, billing, property documentation, and listing updates.

• Collaborate with property owners to confirm availability and coordinate vendor support, deliveries, and projects, while effectively communicating with guests regarding any impact on their reservations.

• Maintain consistent and detailed communication within the Operations team to ensure seamless handover of tasks and responsibilities, promoting departmental success.

• Take ownership of individual tasks and projects while contributing to the team's ability to manage fast-paced daily operations and communications.

• Assist guests in selecting ideal properties by demonstrating in-depth knowledge of each property and location.

• Offer recommendations on local attractions and amenities, showcasing expertise about the area to enhance guest experiences.

• Maintain accurate records of reservations, payments, and guest information, ensuring compliance with agreements and regulations.

• Actively update departmental SOPs to reflect the most current procedures and policies across the company and its partners.

Foundational Requirements

• Excellent written and verbal English communication skills (mandatory).
• Prior experience in reservations or administrative operations within the vacation rental or hotel industry.

• Exceptional customer service and interpersonal skills.
• Ability to work independently in a remote work environment.
• Strong attention to detail and commitment to providing exceptional service.
• Empathy, patience, and a customer-centric mindset.
• Critical thinking and problem-solving abilities.
• Proficiency in learning new software quickly and efficiently

Nice-to-Haves

• Experience in the vacation rental industry, particularly with platforms like VRBO and Airbnb.
• Familiarity with property management systems (PMS) in the rental or hotel industry (especially Streamline VRS, Breezeway, RueBaRue)

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.