Customer Care Specialist

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 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 a Customer Care Specialist for a Property management client of ours.

Your Main Responsibilities:

• Contacts delinquent account holders by telephone or in writing and requests payment to satisfy the account 
• Collects payments and/or establishes alternative payment plan or other process for payment of delinquent accounts
• Reviews files for third party collections, including final calls / emails, supporting preparation of documents needed for sale
• Follows up with customers on established payment plans.
• Documents collection activities and may recommend charge-offs.
• Support additional post move out processes as business need demands
• Reach out to previous residents who have a past-due balance via telephone, e-mail and in writing to collect payment to satisfy the account 
• Work with delinquent account holders to create and fulfil payment plans or commit to settlements per internal processes and nuances
• Collaborate with 3rd party bank to ensure efficient return of digital and physical refund to customers
• Collaborate with site-teams when disputes occur to ensure appropriate charges were placed and invoices are uploaded
• Work with internal accounting partners regarding stale dated checks and reissue questions
• Support with reissuing of refunds by producing lost check affidavits and collaborating with customer to ensure timely completion and return of refund

What We're Looking For:

• Requires High School Degree 
• 1-2 years residential and property experience preferred 
• Superior attention to detail.
• Ability to navigate a computerized data entry system or other relevant applications
• Dependability and proven ability to work independently.
• The ability to work in a fast-paced environment.
• History of building strong relationships with team members working in different locations.
• Advanced written and oral communication skills.
• Excellent computer skills and proven ability to handle a variety of tasks. 
• Superb customer service skills. 
• Proficiency in Microsoft Office Programs i.e. Outlook, Excel, and Word

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.