Office Coordinator

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:

The  Office Coordinato r position is on the Operations Team and is focused primarily on servicing property repairs and maintenance. This role requires communication with cleaners, contractors, and technicians. Performance in this role includes daily correspondence via OpenPhone, Microsoft Teams, Email, and Clickup to schedule and confirm completion of projects. Various other software will also be leveraged to run the business's day-to-day operations (Turno, Remotelock, etc.). This department also works closely with the Guest Support Team and the Partnerships Team to collaborate and meet company goals.

Your Main Responsibilities:

• Navigate the task management system (currently Clickup) to manage daily priorities, execute action items, and document progress in detail.
• Coordinate repairs and maintenance by selecting, vetting, and scheduling technicians, handymen, and contractors. Review work to ensure adherence to schedule, cost alignment, and quality assurance upon completion.
• Communicate internally with the Partnerships and Guest Support teams regarding property repairs and maintenance to ensure Clients and Guests are updated.
• Work with Guest Support to quickly troubleshoot and identify solutions to urgent guest issues. Problem-solving issues by seeking vendors, scheduling urgent repairs, performing house visits, dropping off items to guests, and performing inspections as needed.
• When Client awareness and/or approval is needed on a project, follow OVR approval processes to communicate externally with clients (through email, phone, and text) to update Clients regarding the problem, determine path forward, and provide status updates back to the client. Work closely with the Partnerships team as needed.
• Respond to vendors and cleaners via the OpenPhone client line and review communication threads daily to make sure no communication is missed.
• Create Clickup tasks based on feedback from cleaners and the items noted by Property Care Inspectors during their house visits.
• Take a more proactive role in ClickUp task management, handling responsibilities, supporting the team, calling the team on their ClickUp faults, and keeping tasks on track as an overall “ClickUp Manager” for the Sprint.
• Schedule PCS Inspections and create ClickUp tasks from PCS inspection results.
• Update Cleaner Feedback Docs with details regarding items found during home inspections and/or reported by guests (for cleaners to review and act on). For urgent items, contact cleaners directly to determine resolution.
• Communicate directly with guests as needed regarding repairs and vendor visits to the property during their stay.
• Participate in weekly meetings with the Operations team to discuss tactical and strategic initiatives to achieve quality and process improvements.
• Update house resources (House Manuals, House Binders, Guest Stay Manuals, etc.) to ensure the Guest Support Team has thorough and effective resources to support guest
  inquiries and issues.
• Fill in cross-coverage by taking incoming phone calls, making outbound calls, and responding to messages from guests who have questions or concerns.
• Build and maintain business relationships and open lines of communication with other internal team members.
• Meet and maintain GOLD Standard in OVR Performance Standards across
• 10 key areas:
  Professional + Ethical Behavior, Service Excellence, Adaptability + Problem-Solving, Positivity + Fun, Accountability, Time Management, Efficiency + Productivity, Teamwork,Effective Communication, and Professional Development + Innovation.

What We’re Looking For:

Knowledge, Skills and Experience

• Strong attention to detail and critical thinking skills
• Ability to work well under pressure in an agile, fast-paced environment
• Demonstrated ability to solve problems
• Excellent time management skills with the ability to change activity frequently and cope with interruptions
• Technical computer skills required on all forms of hardware - laptops, tablets and mobile devices
• Professional in all forms of communication such as email, phone calls, video calls, and texts
• Proven ability to be both highly responsive and reliable
• Availability to work on Saturdays and Sundays, early mornings and evenings as needed.
• Adhere to all company policies and procedures

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.