Shift 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.

About the Role – Shift Lead (Tailwind)

You'll join our Tailwind team, supporting smaller short-term rental operators with outstanding guest communication and property management services. Tailwind combines smart technology with real people to deliver 24/7 guest support, helping our partners provide exceptional experiences while growing their businesses.

As a Shift Lead, you will oversee the performance and flow of your shift — ensuring agents meet service standards, metrics are maintained, and daily operations run smoothly. This role bridges the gap between the agents and the team leads, providing operational stability, performance oversight, and in-shift coordination to maintain service excellence.

Key Responsibilities

• Monitor shift performance and ensure team adherence to SLA, productivity, and quality targets.
• Assign roles, responsibilities, and task coverage across the shift.
• Manage break schedules and ensure optimal coverage at all times.
• Review real-time metrics (response times, queue volume, missed messages, etc.) and take corrective action when needed.
• Serve as the first point of contact for in-shift escalations, ensuring issues are resolved promptly.
• Provide daily updates to the Team Lead regarding performance, partner issues, or staffing concerns.
• Assist with onboarding and supporting new agents within the shift.
• Maintain alignment with company tone, standards, and communication expectations.
• Collaborate with Team Leads and QA to identify performance trends and areas for improvement.
• Lead by example through professionalism, attention to detail, and consistent performance.

Foundational Requirements

• Excellent written and verbal English skills for phone, text, and email communication.
• Must be located in the Philippines.
• Previous experience in guest services, reservations, or a related leadership/support role.
• Strong organizational, multitasking, and time management abilities.
• Ability to work independently and make real-time decisions in a remote environment.
• Proficiency in monitoring dashboards, metrics, and reporting tools.
• Short-term vacation rental experience (PMS, OTA platforms, or guest communication services) is required.
• Proven ability to maintain composure under pressure and resolve issues quickly.
• Detail-oriented mindset with a commitment to excellence and consistency.
• Willingness to learn new tools and technologies quickly.