Resident Support Specialist

About Extenteam

Extenteam is the AI-driven operations platform for short-term rental property management, headquartered in Miami and founded in 2021. Our platform, Shared Services, handles guest communication and daily operational workflows for 80,000+ properties by pairing an AI orchestration layer with a shared-services team of hospitality-trained specialists, so no guest inquiry goes unanswered, day or night, and no property manager has to staff for the 2am cancellation themselves.

We're industry-only: every workflow, integration, and agent we hire is built around property management specifically, not bolted on from a generalist platform. As we push more of that platform toward AI-led automation and self-serve tools, the software our own Shared Services team works in every day has to keep pace, that's this role.

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 Resident Support Specialist for a Property management client of ours. The Resident Support Specialist is a key member of the centralized Resident Support team focused on resident retention. This customer service-oriented role requires managing a portfolio of superb apartment communities and providing world-class support to residents. You will oversee inquiries regarding lease renewals, move-outs, renter's insurance, and general resident concerns. This role is for a problem-solver who can work both independently and collaboratively, empowering you to ensure resident satisfaction and achieve renewal goals.

Your Main Responsibilities:

Renewal Management:

• Proactively contact residents within your assigned portfolio to discuss lease renewals.
• Effectively communicate renewal options, lease terms, and rent increases.
• Address resident concerns and objections regarding renewals.
• Negotiate lease terms within established guidelines to maximize retention rates.
• Ensure timely processing of lease renewals.

Customer Service:

• Respond to resident inquiries via phone, email, and other communication channels.
• Provide timely and accurate information regarding lease agreements, community guidelines, and other resident concerns.
• Assist residents with move-out procedures and ensure a smooth transition.
• Ensure residents remain in compliance with our renter's insurance requirements.
• Escalate complex issues to the appropriate on-site team members.

What We’re Looking For:

• A high school diploma or equivalent is required.
• A candidate must have a background in customer service with a strong emphasis on verbal and written communication.
• Customer Focus: Dedicated to exceeding the expectations of our internal and external customers.
• Systems: Proficient in Microsoft Office Suite (Outlook, Excel, Power BI). Experience with Property Management software is a plus.
• Communication: Effectively conveys information and explains processes clearly in writing and verbally.
• Collaboration: Teamwork is at the heart of our operations. You'll work cooperatively and effectively with others, fostering a supportive and collaborative work environment to achieve individual and team goals.
• Initiative: Takes proactive steps to address issues and improve processes.
• Adaptability: Adjusts quickly to changing priorities and technologies.

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.