Remote Property Maintenance Coordinator and 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.

Job Description

This role answer phone calls, text messages, emails, etc from clients who have issues while they are staying in the home. Our goal is to make any unforeseen problem go away as quickly as possible so that they can continue focusing on what matters - enjoying their stay!

This role is the front line for our clients, and quickly responds to all contacts in a professional and pleasant manner. The goal is to troubleshooting over the telephone as much as possible, and then act as dispatch to coordinate on-site repairs if needed. The ideal candidate will have a strong but compassionate personality, to help the client feel heard and supported.

In addition to helping clients, this role also helps support our property management department with administrative duties, and other tasks as needed.

This position is remote and will require the candidate have access to a recent smartphone, a computer system, and reliable high-speed internet.

The official job description is as follows:

• Strong Customer Service skills and professional presentation to support PM Depart in dealing with Guests, Property Owners and Team Members to resolve reported property issues by contributing information, pictures, solutions and remote support.

• Serve as primary support troubleshoot residential systems remotely: i.e. TV/Internet, Appliances, HVAC, Water Heaters, Plumbing, Hot Tubs & Fireplaces (gas & wood).

• Serve as primary guest support to address any questions or concerns during an active reservation.

• Ensure all records for reported issues are accurate and maintained in real time.

• Respond to all Guest-reported issues within one hour and ensure that Guests are contacted once resolution plan is known to support complete communication.

• Log all reported issues within 24 hours.

• Ensure that resolution for all reported issues are recorded within 24 hours.

• Provide daily summary at close of shift to ensure a smooth transition for morning PM Admin Team.

• Complete Monthly Batch Work Orders.

• Support maintenance of CM Safety Manual and Procedures.

• Routinely (i.e. 2-weekends per month) serve rotation for after-hour calls during the week and on-call for weekends as part the Property Management Maintenance Team.

• Work within a paperless work environment to send/ receive communications, assignments and work documentation on mobile devices in real time.

• Perform other related duties as assigned by supervisor.

• Observe established policies and procedures for CM and all applicable vacation rental regulatory requirements for NC Property Management Companies.

• This job description is not intended to be all-inclusive and this position may perform other related duties as required to meet the ongoing needs of the client.

Note: This job description is intended to provide a general overview of the position. Other duties and responsibilities may be assigned as needed to fulfill the goals of the company.